Empirical research on the impact of hotel service quality on guest loyalty and satisfaction: A case study Serbian hotel industry

The paper deals with the analysis of implication Total Hotel Service Quality (THSQ) on customer satisfaction and loyalty, as well identifying key dimensions which significantly affect loyalty. was performed in context national characteristics respondents (dimensions cultures determined by Hofstende) demands modern tourists. empirical research included 175 participants who all were hotel visitors. results prove that hypothesis positive impact THSQ loyalty is valid. Also, Assurance, Tangibility, Empathy emerge quality while determining level customers. obtained verified using Dufour Monte Carlo Simulation test procedure.