Improving the Service Quality as a Socially Responsible Activity of Hotel Companies

In this article, the results of the survey examining quality of service in spa hotels are interpreted. Research was conducted in five spas in West Morava region during August and September 2008. Service quality was measured with a model based on SERVQUAL model. Collected data were analyzed using statistical methods of descriptive statistical analysis and analysis of variables ANOVA, which were useful in defining whether there is statistically significant connection between dependant variables (questions on expectations and perception) and independent variables (structure of respondents regarding their occupation). The results indicate negative SERVQUAL gap in total (-0.21). The largest negative SERVQUAL gap was noted at the first determinant related to the tangible elements of service, which further points to conclusion that main problems in providing high-quality services in the spa hotels are inappropriate arrangement of facilities and equipment, time worn of facilities in general, lack of understanding of contemporary demand trends, unaccomplished process of hotel privatization, uniformity of tourism offer and lack of market research related to hotel services consumers. In the authors’ opinion, the aforementioned problems could be overcome with creation and implementation of development strategies with short and long term development plans, as well as with investment incentives in spa tourism development. The organization with strategy based on the principles of social responsibility has the potential to built and sustain successful relationships with present and potential customers, as well as with all interested stakeholders.service quality, SERVQUAL, spa hotels, corporate social responsibility

Analyses of the competitiveness of Novi Sad as a regional congress destination

On the congress tourism market, especially in Europe where are held the largest number of congress, is extremely high competition between countries for the host role of the large international meetings that bring not only economic prosperity to the country, but can contribute to its destination image. Apart from the traditional congress destinations, many new congress destinations have been appeared on the European tourism market. The convention market worldwide, and especially in Europe with its wide range of traditional and new Meetings and MICE infrastructure, is extremely competitive. Identifying existing competitors as well as potential ones, is an integral part of successful management of tourism (congress) destination. The aim of the study is to analyse the competitive position of Novi Sad as a congress destination by comparison with the major competitors in the region