Service Quality and Management of New Year Event 2020
Abstract: Since the beginning of the 21st century, the hotel industry has started noting that continuous measurement of the service quality of their services proved to be an innovative tool for successful management. Event management started to progressively become one of the valuable tools to properly extend their complementary services and instantly attract prospective customers. Measuring service quality during an event is useful but also complex because the hotel management needs to consider several different factors such as quality of food and beverages, music, lighting, and decoration to fit customers’ preferences. This study aimed to properly evaluate these factors among event guests and compare their preferences based on their place of origin and their tradition. The data were collected using a questionnaire distributed during New Year 2020 event in a 4-star hotel in Kosovo. Using ANOVA, we intended to justly compare responses from local and foreign guests. The findings of this study proved there is a significant difference between local and foreign guests’ preferences when we measured service quality and customer satisfaction. This study concludes that by continuously measuring service quality, event management progressively improves and properly promotes their current services through constant evaluation from its customers.
Keywords: event industry; hotel management; local customers; foreign customers; received performance.
JEL Classification: G14; Z32;
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