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Importance and impact of guest satisfaction
31-37Views:408The 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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Analysis the advanced ICT usage of the Hungarian SME sector for preparing a domestic agri-food research
147-153Views:164In the Hungarian agro-food sector SMEs have a key role but regarding the tendency of the performance of SME sector, comparing to EU-28 average, the performance of Hungarian SME sector has gradually worsened between 2008 and 2015 while the EU average has an increasing trend. ICT can help enterprises and this article is an overview of the ICT situation of Hungarian SMEs. It is important to analyse in detail the ICT usage characteristics of agro SMEs in the food supply chain because these ICT devices, tools and services are crucial to smooth the information flow within the chain. For all these reasons our work aims to find out how Hungarian agro-food SMEs use ICT and how ICT adoption affect their business procedures, performance and development. A striking observation to emerge from the data comparison is the difference among SMEs and large enterprises regarding the usage of the different basic and advanced ICT solutions. A much bigger percent of large companies use advanced ICT then SMEs and mainly small enterprises are lagging behind as the attitudes of medium sized enterprises are rather similar to the large ones. In Hungary small enterprises in agro-food industry are in difficult financial state and for them free Cloud Computing services can offer good opportunities as they do not have initial costs. ICT adoption is very important to them as ICT sector is a dynamically growing sector and if customers and partners of an enterprise adapt faster to these technological innovations, it may have a negative effect on the different processes, performance and financial results of the organisation. In this article our aim was to determine the main question groups for our questionnaire which focus mainly on ICT solutions supporting the quality of communication and relationship between partners. As the basic IT tools are available in the major part even in the SMEs besides large companies, the two main issues will be the usage of advanced online services and the usage of high quality ICT solutions.
JEL Code: M15
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Multi-level analysis of visitors’ satisfaction flying to Debrecen – main aspects of the research
27-32Views:111This paper presents the non-exhaustive description of the main characteristics of visitors based on the filled out questionnaires during five months following the test month. These characteristics will serve the basis of a satisfaction analysis to be described in the future and they provide guidance for later analyses. I performed the testing of my questionnaire in January 2014. It turned out even from the data collected in the test phase that there were services which did not meet the expectations of visitors several times as it was worse than what they expected. This study focuses on the questionnaire research conducted among foreign visitors coming to Debrecen by flight. The main aspects were to determine foreign visitors purpose of travel to Debrecen, how many times they had already been to Debrecen, how many days they spent in the city, what kind of services did they use and whether the quality of used service met their expectations. As a result of the following five months research, I obtained input data which make it possible to examine real problems with background data. It calls for further examination to determine whether there was any difference in the extent of services living up to visitors’ expectation and visitors’ level of satisfaction.
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A survey on tourism experiences by Hungarian travellers: towards guest satisfaction
73-76Views:137In the 21st century experiences got great significance in the every-day life and in tourism as well. Human popularity can achieve very good and happy moments e.g. by shopping (complex experience in shopping centres) by common spare time activities in the nature and in towns, also by having vacation at a special destination. Animation/entertainment is a sphere of hotel services that is to help the guests sparing their free time on holidays in a good atmosphere, by providing experienceful programs. Good memories of a tourism service can make guests satisfied and build a returning clientele sphere. That is why it is awaited to map the (potential) guests’ expectations and observations of services. This paper discusses Hungarian tourists’ experiences conducted in Hungary aiming to reveal the need for professional services focusing on the not-so-spread area, Animation. The experiential dimensions of every-day life and tourism was studied by an own-edited questionnaire (N = 1000) in the half-year period of 1st August 2010 – 31st January 2011. This study was extended by quality of life since summer 2011 and I am going to compare the results of these two surveys with the aim of development suggestions in order to achieve a main level of guest satisfaction and a loyal sphere of clientele.
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Analysis of Bathing Habits among Spa Visitors
81-90Views:168The valorisation of healthy lifestyle has indicated the dynamic increase of healthcare sector. The consumer behaviour has been forming deterministically in health tourism. Visitors of spa towns can select various combinations of services either to sustain their health, to rest, to relax or to recover. It has a great importance for spas offering complex health tourism services to know the demands of guests and to reach the target groups with special, personalized service packages. After considering the statistical indicators of tourists visiting the spas of Northern Great Plain Region and the competitors of a selected spa, this paper aims to investigate the coherence among bathing habits, influencing factors of service demands, age and non-motivating coherences. The survey was taken place in a selected spa in Hajdú-Bihar County in August 2018 with random sampling questionnaire involving 256 visitors. During data analysis the coherence among indicators was examined with variant analysis (Levene’s test), in case of significant result with Welch’s t-test. Variances in age groups were analysed with Tamhane’s and LSD tests (post hoc analyses). We concluded that the primary information source of spas is still the suggestion of friends, acquaintances independently of the age of the respondent. Knowing this is relevant for further marketing communication. The most important features among the respondents are the condition of the spa and cleanness which are the basics of quality services. Motivations with coherence to age are social life and gaining experience, recovery and disease prevention. Visitors have the largest interest for family and kid programs. Recognition of bathing habits helps in marketing communication, reaching target markets effectively, pricing and service developments as well.
JEL Classification: Z32
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Profitability and efficiency – an analysis of the financial impact of the Szechenyi Plan in the Hungarian hospitality industry
51-56Views:149Continuous 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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The importance of equestrian tourism enterprises in tourism destination management in Hungary
25-27Views:161Hungary is the pioneer of the European Equestrian Tourism. Several thousands foreign tourists visited specific equestrian programmes already in the 1960’s and 1970’s.At the same times some hundred thousands of holiday tourists visited equestrian shows and programs organised in different areas of our country. From the beginning of the 1990’s equestrian enterprises (pensions, stables, specialized equestrian services) have been established. The equestrian tourism enterprises are well represented all over the country.They are well organised, the Hungarian EquestrianTourism Association integrates 80% of equestrian tourism enterprises. Uniquely in Europe, the voluntary professional qualification, called “the horseshoe qualification system” started in 1998. The most common quality categories are for entrepreneurs are 3 or 2 or 1 horseshoe. The system ofTourism Destination Management organizations could provide the background for the development of equestrian tourism enterprises as well.At local level these needs would be product development, the quality control and quality management, at regional level the most important aims could be the development of regional equestrian image and increasing the attractiveness of this image, finally hardening the positions of equestrian tourism destination.
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Quality-satisfaction-loyalty: consumer behaviour in catering
5-11Views:221Our 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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Analysis of demand for wellness and medical tourism in Hungary
57-62Views:205Health tourism in Hungary holds major opportunities. When analysing medical and wellness accommodation data, it can be stated that the Hungarian population is keenly interested in health-related tourism services. From the aspect of further development, health tourism based on medical services can be a take-off point for Hungarian tourism. In my opinion, the next few years will be crucial for Hungary’s ranking among health tourism destinations. The country’s initial circumstances are rather favourable, whereas the revaluation of the quality aspects of these services and the fact that the surrounding countries have also recognised the opportunities in health tourism led to an intensified competitive environment. Consequently, if Hungary does not take advantage of its current opportunities, there will be even less chance to develop the country into the primary thermal and medicinal waterbased health tourism destination of Europe in ten years. Yet, this is one of the foci of the objectives set out in the New Széchenyi Plan.
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Multifunctional agriculture: An engine of regional economic growth?
7-15Views:118The historical role of agriculture in economic geography and recent conceptual developments – including multifunctional agriculture (MFA), the new economic geography, amenity-driven growth, and the “world is flat” and “creative class” hypotheses – are examined, and recent empirical research in NorthAmerica and Europe is reviewed, in order to assess the potential for MFA as an engine of regional economic growth. Ideal MFA policy corrects market failures and is mostly amenity-augmenting. It has the capacity to enhance opportunities for farmers on urban fringe; stimulate growth in high-amenity rural regions accessible to cities that offer opportunities for high-value work; and generate growth in relatively remote high-amenity regions. The scope for market-failure-correcting MFA policy to propel economic growth in lessfavored regions is limited – remoteness is non-responsive to policy in the short to medium term, and amenities that attract in-migration (e.g. proximity to sea, lakes, mountains, pleasant climate) are givens for favored locations but can at best be complemented by pro-active policy – but not trivial. While this paper focuses on regional economic growth, it well to rememberthat growth is not everything. Regions unlikely to experience growth need to create satisfying futures. Market-failure-correcting MFA policy has the potential to improve quality of life, well-being, and perhaps incomes in many if not all rural places regardless of location. This accomplishment would not be trivial – economic growth for all regions regardless of resources, amenities, and remoteness is not a serious prospect, and regions in decline face daunting problems maintaining essential services and quality of life.
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International passanger survey at the Airport Debrecen – Main characteristics of departure visitors from AD
43-49Views:124The 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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The role of corporate branding in Serbian mobile phone operator market
Views:115This research is carried out to know the role of corporate branding in mobile phone network along with different influencing factors involved in the purchase of mobile telephone connections. This thesis discusses corporate branding from consumer’s point of view that how much they value it and what type of role it has.
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Corporate branding effects on consumer purchase preferences in Serbian telecom market
23-36Views:119This research is carried out to know the role of corporate branding in mobile phone network along with different influencing factors involved in the purchase of mobile telephone connections. This paper discusses corporate branding from consumer’s point of view that how much they value it and what type of role it has.This is a quantitative study. A questionnaire is used in order to investigate corporate branding and other influencing factors involved in purchase decision of the customers. Population selected for this study are Belgrade University students which is the most of Serbian youth segment and is a valuable source that gives precise information with high probability about market preferences according to the Research of Serbian republic statistical office. Primary data are obtained by collecting data from questionnaire and interview, while the secondary data are collected from various reliable sources. Primary data provide reliable content in accordance with a secondary data obtained by Serbian republic statistical office and with a Research of competitor and consumer preferences insight provided by Telenor Company. The analysis of the data has been performed in accordance with the chosen theories and summarized in a table, which serves as a tool for deriving reliable and relevant conclusions. The sample size was determined by conducting a primary study and defining the variance of primary sample and the intended number of samples was selected carefully and randomly from the population. Then the validity and reliability of the questionnaire was determined. The used questionnaire in this research consisted of 7 common, and 30 specialized questions which were supporting the hypotheses of the research. Data was analyzed using the frequency percent techniques, and in the chapter related to the deductive statistics, one-sample t test was used to analyze and approve/disapprove the questions supporting the research hypotheses. The analysis of this study reveals different set of results while making comparison between literature and empirical. It investigates the relative importance of the corporate branding to the customers in mobile phone telecommunication industry while making purchase decision. The findings of this study provided useful information which is helpful not only for the students but also for the brand managers of mobile telecom operators that how they can improve their company’s strategic position for longer period of time through corporate branding to trigger more customers and for a good brand.
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Corporate branding effects on consumer purchase preferences in Serbian telecom market
91-104Views:136This research is carried out to know the role of corporate branding in mobile phone network along with different influencing factors involved in the purchase of mobile telephone connections. This paper discusses corporate branding from consumer’s point of view that how much they value it and what type of role it has.This is a quantitative study. A questionnaire is used in order to investigate corporate branding and other influencing factors involved in purchase decision of the customers. Population selected for this study are Belgrade University students which is the most of Serbian youth segment and is a valuable source that gives precise information with high probability about market preferences according to the Research of Serbian republic statistical office. Primary data are obtained by collecting data from questionnaire and interview, while the secondary data are collected from various reliable sources. Primary data provide reliable content in accordance with a secondary data obtained by Serbian republic statistical office and with a Research of competitor and consumer preferences insight provided by Telenor Company. The analysis of the data has been performed in accordance with the chosen theories and summarized in a table, which serves as a tool for deriving reliable and relevant conclusions. The sample size was determined by conducting a primary study and defining the variance of primary sample and the intended number of samples was selected carefully and randomly from the population. Then the validity and reliability of the questionnaire was determined. The used questionnaire in this research consisted of 7 common, and 30 specialized questions which were supporting the hypotheses of the research. Data was analyzed using the frequency percent techniques, and in the chapter related to the deductive statistics, one-sample t test was used to analyze and approve/disapprove the questions supporting the research hypotheses. The analysis of this study reveals different set of results while making comparison between literature and empirical. It investigates the relative importance of the corporate branding to the customers in mobile phone telecommunication industry while making purchase decision. The findings of this study provided useful information which is helpful not only for the students but also for the brand managers of mobile telecom operators that how they can improve their company’s strategic position for longer period of time through corporate branding to trigger more customers and for a good brand.
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The importance of organic agriculture in tourism rural
59-64Views:701Many farmers, in addition to normal farming activity, have already turned to agritourism as a source of additional farm income and opportunities. There are numerous benefits from the development of agritourism: it may strengthen local economy, create job opportunities and new businesses; develop and promote training and certification programs to introduce young people to agriculture and environment. Agritourism helps preserve rural lifestyles and landscape and also offers the opportunity to provide "sustainable" or "green" tourism. Organic agriculture is a cultural evolution that finds its origins in a environmentalist culture. Furthermore the focus on these products is due to demand on healthy foods with high quality standard limiting chemical substances usage. It’s clear the link of the organic agriculture with agritourism and tourism services. They have a considerable role in the future development of rural areas. The purpose of this paper was to identify and examine those factors that have helped rural communities successfully develop agritourism, in particular organic agritourism and its entrepreneurship opportunities. Several focus groups were conducted with local business persons and leaders about a applicative case of South Italy area.
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