Consumer satisfaction and quality management in the hospitality industry in South-East Europe

This paper examines consumers’ satisfaction and experience as a key segment of the managing of quality system of services in the hospitality industry. The research was conducted in five spas in South-East Europe, in a part of the Balkans, a region that includes Zapadnomoravska spa zone (The Republic of Serbia), from 1 August until the end of September, 2008. Measuring the quality of services was based on the SERVQUAL model. For obtained data analysis, statistical methods of t-test of independent samples and analysis of variance ANOVA were used, comparing the mean values of the results and certain statistical significances of their differences.   Key words: Management, service quality, SERVQUAL, spa hotels.