Enhancing guest satisfaction in hotels: Researching the impact of quality hospitality service on gastronomic experiences in the tourism industry in Serbia

Abstract

This study delves into the influence of quality hospitality service on gastronomic experiences in the tourism industry in Serbia. Through a comprehensive analysis of guest satisfaction in hotels, particularly focusing on the impact of service staff expertise and gastronomic offerings, valuable insights were gained. The research involved 440 respondents from 4* and 5* hotels; data were collected using an online questionnaire and analyzed using SPSS 22 software. By employing quantitative and qualitative methods, the study explored factors such as guest satisfaction and service quality. The findings revealed a significant correlation between the level of knowledge, training, and specialization of hotel service staff and the quality of service provided. Ultimately, the study underscores the importance of enhancing guest satisfaction through a holistic approach to hospitality service, emphasizing the pivotal role of gastronomic experiences in shaping overall guest perceptions and loyalty.