METHODS OF ASSESSING THE QUALITY OF SERVICE IN CATERING FACILITIES IN KOSOVO

Authors

  • Afrim Fuga University of St. Kliment Ohridiski - Faculty for Tourism and Hospitality Ohrid, N. Macedonia
  • Gabriela Rakicevic University of St. Kliment Ohridiski - Faculty for Tourism and Hospitality Ohrid, N. Macedonia
  • Lidija Simonceska University of St. Kliment Ohridiski - Faculty for Tourism and Hospitality Ohrid, N. Macedonia

Keywords:

Globalization, Assessing, Quality, Requirements, Hospitality, Habits

Abstract

Hospitality, and especially restaurants, appear as a very important growing segment of the overall
economic life.Globalization, which is now more and more emphasized as a phenomenon and a reality, has
influenced a more intense encounter between different cultures, habits and consumer needs.This practically means
that there are dynamic and constant changes in the market that require adapting to customer requirements by
creating new services and finding appropriate models for improving quality.
Quality is a key element of service value based on which companies position themselves in the market, provide
greater market share, higher revenues and contribute to employee and consumer satisfaction.The essence of the
orientation towards the quality of restaurant products or services makes sense only if all aspects of quality are taken
into account, that is, if the activities are based on total quality management (TQM).
In order to provide quality services in the field of restaurants, it is no longer enough to know how to serve and
prepare food.Today, it is necessary to master many other disciplines and knowledge.Knowledge of the elements of
nutrition, medicine, microbiology, marketing and psychology contribute to improving the quality of restaurant
services.

References

ASK (2016). Kapacitetet e turizmit (njësitëakomoduese) nëKosovë

ASK (2017). VjetariStatistikoriRepublikëssëKosovës.

ASK (2018). VjetariStatistikoriRepublikëssëKosovës.

Bauer, J. E., Duffy, G.L., & Wescott, R. T. (2002). The quality improvement handbook, str. 4, Milwaukee, ASQ Quality Press

Berry, L. L., Zcithaml, V. A., & Parasuraman, A. (1990). “Quality Comes in Services, loo” objavljeno u Lovelock, C. H„ “Managing Services Marketing, Operations and Human Resources”, PrenticcHall International, Englewood Cliffs, NJ, 1988., str. 216-225 iZcithaml, V. A., Parasuraman, A., Berry, L, L., “Delivering Quality Service – Balancing Customer Perceptions and Expectations”, The Free Press, New York, 1990., str. 20-21

Bojanic, D. C., & Rosen, L. D. (1994). Measuring service quality in restaurants: an application of the SERVQUAL instrument. Hospitality Research Journal, 18, 3-14.

Chi, C. G., Maier, T. A., & Gursoy, D. (2013). Employees‟ perceptions of younger and older managers by generation and job category. International Journal of Hospitality Management, 34, 42-50.

Heung, C. S., & Gu, T. (2012). Influence of restaurant atmospherics on patron satisfaction and behavioral intentions. International Journal of Hospitality Management, 31, 1167-1177.

Holjevac, A.J. (2002). Upravljanje kvalitetom u turizmu I hotelskoj industriji, Fakultet z aturistički I hotelski menadžment, Opatija, 2002

Iacocca, L. (1988). Beyond Customer Satisfaction through Quality Improvement. By Jerry Bowles, Fortune, September 26, 1988.

Mok, C., Defranco, A. L., & Patton, M. E. (1999). Dimensionality of the Lodgserv Instrument: an Application to Measure Hotel Service Quality Expectations of Korean Tourists. Korean Journal of Hotel Administration, 1(1), 1-8.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Sciences, 21(1), 1-12

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. The Free Press, New York.

Ракичевиќ, Г. (2002). Менаџмент во туризам и угостителство, Факултет за туризам и угостителство, Универзитет Св.Климент Охридски, Охрид

Ракичевиќ, Г. (2007). Менаџмент на човечки ресурси, Факултет за туризам и угостителство, Универзитет Св. Климент Охридски, Охрид

Попов-Раљић, Ј., & Блешић, И. (2012). Безбедност хране – примена HACCP система у угоститељству и хотелијерству. Универзитет у Новом Саду, ПМФ, Департман за географију, туризам и хотелијерство, Нови Сад, стр 23.

Downloads

Published

2022-09-30

How to Cite

Fuga, A., Rakicevic, G., & Simonceska, L. (2022). METHODS OF ASSESSING THE QUALITY OF SERVICE IN CATERING FACILITIES IN KOSOVO. KNOWLEDGE - International Journal, 54(1), 145–152. Retrieved from https://ikm.mk/ojs/index.php/kij/article/view/5555