Articles

• Quality-satisfaction-loyalty: consumer behaviour in catering

  5-11

  Mária Rudolfné Katona

  Nándor Komáromi

  Views:

  265

  Our study is the result of the initial research of a qualitative and quantitative research consisting of more stages. The survey was made between 2007 and 2013 and specially focused on the satisfaction of Hungarian customers of catering enterprises with hot kitchen as well as on factors influencing satisfaction and customer loyalty. The results proved that a well planned, central strategy cannot be prepared for the whole catering industry as even enterprises with the same profile (warm food kitchen) show significant differences. The most important task for an enterprise is to establish and know its appropriate clientele well in order to suit its services, selection to their requirements. Our assumption that customers of fast food restaurants, canteens have lower expectations from selection, personal relations, quality of services than customers of restaurants, public houses, wayside inns, brasseries with traditional methods of selling was proven. In the lattest, the main aspect of choosing a 'favourite place' was the quality of human relations, with the special role, besides other customers, of the staff. Establishing unique atmosphere to the liking of customers can be regarded as an important point of the operational strategy. It was also proven that the majority of regular customers of restaurants are men, coming from the economically active population. Other active users are youngsters, they mainly go to fast food restaurants. More impersonal advertisements hardly have any effect, while successful word of mouth propaganda can be achieved by consequent, high level work. Regular customers can be characterized by rather emotional than market-based attachment. Favourite units are mainly preferred because of their atmosphere, relationships with acquaintances and friends, not because of measurable features, selection or prices. Those visiting catering enterprises with hot kitchen more frequently are more critical and less satisfied, in spite of this, they are reluctant to part from their regular places.

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  196

• Innovation in health tourism – creation of SpaHealthy application

  13-16

  Erika Könyves

  Views:

  188

  This primary research examines the introduction of an innovative health promotion service into the market. Given the assumption that healthcare costs should be part of one’s budget, the survey reveals two trends: 1. Health concerns are more observed by consumers having higher social statuses, this means that they are ready to pay money for health preservative services; 2. Health turns into a precious value when we are running short of it. This assumption is well asserted by the finding of the survey that it is those suffering from chronic diseases that would be ready to pay the highest of all sums to buy the service.

   

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  99

• The role of small-scale sports events in developing sustainable sport tourism – a case study of fencing

  17-22

  Katalin Vargáné Csobán

  György Serra

  Views:

  1404

  Promoting sports and sport tourism is considered as a strategic development objective at the local, regional and national levels in Hungary. However, sport tourism is present in many different forms, depending on the type of sport activity, the related sport events and its participants, therefore it is challenging to decide on the type of sports and sports events that should be supported to ensure long-term social and economic benefits for a local community. The scale of sports events ranges from the small, local competitions to the international mega sports events. Although the economic benefits of mega sports events are generally appreciated, there has been growing critique about their negative social and environmental impacts. Smallscale sports events also have important potential for tourism, and they may have more advantages for the local community than the mega events by providing additional incomes, using the already existing infrastructure, raising local pride and community spirit. Sport tourism related to small-scale events is generally considered to be a more sustainable form of tourism. The purpose of this paper is to examine the tourism development potential of small-scale sports events, particularly focusing on fencing competitions. It highlights the demand side of the sport tourism market, investigating the behavioral profile of the participants of an international fencing tournament. A questionnaire survey was conducted at the Budapest WestEnd Women's Epee Grand Prix 2014. The data revealed that participants of the sporting event spend only a short period of time at the destination, and shopping and eating out are the most preferred free time activities. The paper identifies and discusses issues regarding the role of sports organizations and tourism agencies in cities hosting such events to increase the tourism potential of small-scale sports events in the future.

   

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  1047

• Focus points of health tourism in the view point of changing costumer values

  23-29

  József Lehota

  Tiago Manuel

  Georgina Rácz

  Views:

  149

  In our study, effecting role of values on consumer’s buying decisions is going to be introduced in accordance with health tourism. Investigation of values has a highlighted role to predict future trends, because trends of consumer behavior are formed by values in several aspects. Furthermore, individual values reflect to subject’s lifestyle, purchasing behavior and decisions in connection with free time activities. Since the end of ‘80s results of social studies pointed out that, status fortifying and demonstrative aspect of consumption have been getting stronger. So, the changes of buying decisions are not based on the social stratums any more, but it represents the values of the individual with the growing effect of subject. Hence, values, expressing the subjective judgments of consumers, are the most precise predictors of long term social changes. In our study mainstreams of health tourism are going to be evaluated on the basis of secondary data. Furthermore, we identify place of health among individual values and its role in consumer decisions. During the analysis, we use data of national representative research to determine the Hungarian society’s opinion and judgments in the viewpoint of health. Uni- and multivariate statistical methods are going to be used to get a wide view in accordance with the investigated topic. Among our most important result, we define those consumer groups, in which health has a highlighted role in consumer decisions. We introduce lifestyle characters of these segments and determine them special needs in connection with purchased goods and services. This type of characterization makes it real to organizations of health tourism to develop a more effective marketing communication strategy and improve service features according to consumer needs.

   

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  84

• Importance and impact of guest satisfaction

  31-37

  Klára Morvay Karakas

  Views:

  503

  The service quality can be measured by the consumers’ satisfaction. Researchers assume that high quality satisfies the guests and satisfaction may increase their loyalty. The main goal of this article is to measure guest satisfaction and prove its positive impacts on Hungarian hotels’ performance. A comprehensive survey was made on the Hungarian wellness hotels in October 2012; the primary aim was to provide them suggestions to improve their quality on the base of guests’ feedback. A self-administered questionnaire were compiled and sent back by 815 respondents. The investigation examined the quality awareness, quality perception, guest satisfaction and the following behavioral intentions of domestic guests of spa hotels. It can be concluded that domestic guests are generally satisfied with the quality of services offered by Hungarian spa hotels. The message of this research is for hotel managers that the increase of guest satisfaction can be reached by the improvement of service quality, and not only with price discounts. It has been demonstrated that satisfaction is closely related to their willingness to return to the hotel, so it is an essential condition of loyalty.

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  238

• Survey of fans habits at two games of the 2013 Men’s Handball World Championship in Madrid

  39-41

  Péter Váczi

  Views:

  162

  I have done a survey at the World’s Men Handball Championship 2013 in Madrid during two games of the Hungarian team among the Hungarian’s and the opponent’s fans. I was curious about how are the fans, who are coming to the World Championship, are behaving in this enviroment. I was also interested how strong bonds they have with the handball as a sport and what are their financial budget for this global event. At last I compared the number of the sport fans visiting the stadiums in Madrid in 2013 and in Gothenburg in 2011.

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  103

• International passanger survey at the Airport Debrecen – Main characteristics of departure visitors from AD

  43-49

  Brigitta Palatinus

  Views:

  164

  The main reason of the research is to make a survey of the habits of foreign visitors arriving in Debrecen by air and their satisfaction. What was experienced in 2013 regarding low foreign proportion is also noticable in 2014. In the examined two months, of the whole passenger traffic between London and Debrecen only 10-15% is tourism by foreign visitors. There was not any information before about consumption of tourists arriving in Debrecen by air. In the course of my research I was examining the main elements of consumptions. From the gathered infromation from the questionaires it can be ascertained that on many occasions service providers failed to accomplish satisfying levels, quality. Underachievement occured and the experience of the visitors was worse than their expectations. This gives reasons for the indicators detailed analysis. The results of the satisfaction test might be an essential basis to further develop the city’s tourist products and services in the future. Personal experience of either visitors satisfaction or dissatisfaction, gets stored as a memory which influences future decisions on travelling. Because of this the city has to make an effort to provide higher standards of quality to people travelling into Debrecen by air from the first moment of arrival till the last moment of departure and leave satisffied.

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  84

• Profitability and efficiency – an analysis of the financial impact of the Szechenyi Plan in the Hungarian hospitality industry

  51-56

  Elvira Böcskei

  Views:

  214

  Continuous changes in the market and macroeconomic factors have made a significant effect on the tourism sector in Hungary. A heavily growing number of hotels could be observed in the past decade. The main question about the hotels built with high investment costs was their expected time of return. Keeping Hungary’s natural conditions in mind, is it more expedient to build new hotels or refurbish old ones? I was seeking answers for these questions during my work. My research was aiming to explore the impacts of the non-refundable subsidies – financed by the government – provided for new health and wellness hotel projects carried out within the framework of the Széchenyi Plan. On the other hand, my study was expanded to the analysis of balance sheets and profit and loss accounts data of the hotels of Hungary according to their star (quality) rating. The major findings of the research: Considering high developmental costs subsidies play an important role in the hotel industry. It is impossible to carry out such investments using internal sources only. However, exclusive bank loans finance could drive insolvency so it is extremely risky. Non-refundable subsides provided for hotel investments created stable, countable payroll taxes and other forms of incomes for the country. In order to achieve more profitable operation, providing higher quality of services is indispensable. Taking Hungary’s conditions into account this can be reached more likely among four star rated hotels than any other star (quality) ranked establishments.

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  138

• The analysis of costumer satisfaction in recreational tourism

  57-61

  Éva Kozmáné Csirmaz

  Károly Pető

  Views:

  235

  Due to increased health awareness and the growing amount of assistance to boost it, health tourism research has gained significance in our days. The present study focuses on the analysis of customer needs for recreational tourism and their habits; moreover, it interviews the guests of 15 Hungarian wellness hotels through a questionnaire survey. Next we attempt to explore the rate of guest satisfaction with healthpreservation services. The study presents the findings of this research activity until now, whereas the results of further data processing will be published in the future.

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  130

• Tourism performance of destinations based on settlement approach

  63-68

  Csilla Szalók

  Ágnes Holczerné Szentirmai

  Ákos Probáld

  Ilona Kovácsné Székely

  Views:

  132

  Recently in the regional development researches the attention draw to the way of measuring destination's development and competitiveness. The further development of the Hungarian Tourism depends on the regions, destinations' developments, their success in competitiveness and the ongoing innovation in tourism. The research of the Budapest Business School Institute of Tourism Department intends to elaborate a complex tourism destination indicator based on former researches and experiences.

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  83

• Organic tourism as a tool to raise healthy tourism destinations: an investigation in Turkey

  69-76

  Kaplan Uğurlu

  Views:

  344

  The aim of the paper is to specify the items that effect the importance of organic tourism both for human life and sustainable tourism destinations. The fundamental point of the study is to focus on organic farming both as a tool for welfare of the destinations and their importance and potential for the upcoming future of healthy generations using the data collected from segments of the society such as administrators, non-governmental organization members and farmers. The study is also based on an extensive secondary research analyzing the diverse literature regarding the organic/ecological/sustainable/destination tourism. The results are supplemented by semi-structured interviews. To date, many people have been interested in visiting villages and having an experience in living farms. This tourism activity is combined with facilities to create potent economic force to small villages. Besides, consuming organic food is one of the most important attitudes to live healthier and longer by being or working in the farms or villages as a visitor which creates a new era in tourism named as organic tourism. Organic tourism primarily targets tourists, tours organized for the purpose of health, relaxation activities, agriculture education, culture and gastronomy. The research offers a practical help for farmers, local governors, local people (especially villagers), tour operators and visitors fleeing from the intensity of city life in the light of the findings.

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  601

• Economical aspects of thermal and medical tourism

  77-84

  Veronika Fenyves

  Ildikó Dékán Tamásné Orbán

  Erika Könyves

  Adrián Nagy

  Fruzsina Sándor

  Views:

  191

  Thermal and medical tourism in Hungary are characterised by a continuous development. The management, efficiency, operational effectiveness and offer of enterprises in the field of tourism influence the competitiveness of Hungary’s tourism. In the present day economic life the thorough analysis of the enterprises’ economy is indispensable. The result of the analytical methods applied by the report provide information for different stakeholders (owners, transporters, customers, employees, habilitators). The aim is to have data which inform us about the functioning, financial situation and profitability of the economic entities parallel with the factors and conditions determining these elements. In our paper we present the financial situation of the Demjén Thermal Spa Ltd., being one of the newest thermal spas of Hungary.

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  87