An Analysis of Hotel Service Quality on Visitor Fidelity and Gratification: A Case Study of the Serbian Hotel Industry

The purpose of the study is to identify the important elements of Total Hotel Service Quality that have a substantial impact on customer happiness and loyalty, as well as to analyze the implications of THSQ on these two metrics. The analysis was carried out in light of the respondents' national traits (Hofstende's aspects of national cultures) and the needs of contemporary tourists. 175 hotel guests made up the participants in the empirical study. The findings support the validity of the premise that THSQ has a notably beneficial impact on customer satisfaction and loyalty. Assurance, tangibility, and empathy also show up as the three main aspects of quality that matter when gauging customer loyalty and happiness. Utilizing the Dufour Monte Carlo Simulation test process, the acquired results were confirmed.