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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
Reads: 1476 
