WHAT FACTORS INFLUENCE QUALITY SERVICE IMPROVEMENT IN MONTENEGRO: EMPIRICAL ANALYSIS


Djurdjica Perovic, Tatjana Stanovcic, Ilija Moric, Sanja Pekovic

Abstract: In this paper, using an Ordinary Least Square regression (OLS), we investigate whether intangible elements influence tourist's perception about service quality. Our empirical results based on tourist survey in Montenegro, indicate that intangible elements of tourism product have positive impact on tourist's overall perception of service quality in Montenegro.

Keywords: service quality, intangible elements, Montenegro

DOI:

Recieved: 28 October 2012  Accepted: 14 February 2013  UDC: 638.124.8

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