THE EFFECT OF THE STRUCTURE OF MANAGEMENT AND EMPLOYEES ON GUESTS SATISFACTION OF RESTAURANT PRODUCTS AND SERVICES

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DOI:

https://doi.org/10.5937/ekoPolj1803193T

Keywords:

structure of employees, satisfaction, quality, restaurant industry, hospitality

Abstract

The purpose of this research is to define the effects of the structure of management and employees to the guests satisfaction in terms of quality of restaurant products and services. The methodology used for this research has been the polling of 600 guests in 30 restaurants in Belgrade during 2015. The process of measuring satisfaction was performed by monitoring the attitudes and perceptions of users in terms of quality of products and services, which marks food quality, service quality, and ambience quality and price/quality ratio. The research of educational and age structure, as well as the number of supporting staff and other workers, has been conducted. Correlation and regression analysis were performed with the aim of defining the effect of the educational structure of employees to guests satisfaction. The results show that restaurant managers should pay special attention to educational levels of employees through regular and permanent education, as they influence the guests satisfaction.

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Published

2018-09-23

How to Cite

Tešanović, D., Krasavčić, M., Kalenjuk, B., Gagić, S., & Đeri, L. (2018). THE EFFECT OF THE STRUCTURE OF MANAGEMENT AND EMPLOYEES ON GUESTS SATISFACTION OF RESTAURANT PRODUCTS AND SERVICES. Ekonomika Poljoprivrede, 65(3), 1193–1210. https://doi.org/10.5937/ekoPolj1803193T

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