The Role of Information and Communication Technology in Guest Satisfaction Analysis in Hospitality


DOI: https://doi.org/10.15308/Sinteza-2016-582-588
Authors:
Slobodan Čerović
Miroslav Knežević
Dušan Borovčanin

Download full paper

Keywords:
ICT, guest satisfaction, hotel, on-line reputation


Abstract:
The aim of this paper is to demonstrate the extent to which information and communication technologies (ICT) are used in the analysis of satisfaction of hotel guests in Serbia. Moreover, this paper examines modern solutions in the field of ICT and benefits that they are providing for hotel managers. We started by analyzing theoretical background which considers the influence of IT on hospitality, following the research that was conducted on the level of ICT implementation in the analysis of guest satisfaction in hotels in Serbia. In addition, we wanted to show that the usage of ICT in this domain is much more rational regarding some of major economic principles such as efficiency and profitability.

CITATION:

IEEE format

S. Čerović, M. Knežević, D. Borovčanin, “The Role of Information and Communication Technology in Guest Satisfaction Analysis in Hospitality,” in Sinteza 2016 - International Scientific Conference on ICT and E-Business Related Research, Belgrade, Singidunum University, Serbia, 2016, pp. 582-588. doi:10.15308/Sinteza-2016-582-588

APA format

Čerović, S., Knežević, M., Borovčanin, D. (2016). The Role of Information and Communication Technology in Guest Satisfaction Analysis in Hospitality. Paper presented at Sinteza 2016 - International Scientific Conference on ICT and E-Business Related Research. doi:10.15308/Sinteza-2016-582-588

BibTeX format
Download

RefWorks Tagged format
Download