Milana Pantelic

An importance-performance analysis of service quality in spa hotels

This paper identifies the results of a questionnaire designed to measure service quality in spa hotels in the Republic of Serbia. Service quality was measured with a model based on the original SERVQUAL model. Due to the fact that many previous research papers have shown that SERVQUAL is insufficient to identify and measure all determinants of service quality in hospitality, the original SERVQUAL model has been slightly changed. Namely, this modified version of SERVQUAL was adjusted to measure a large number of tangible and intangible elements of the service quality in spa hotels. Based on the research results, seven dimensions of the service quality were identified: assurance, food and benefits, empathy, entertainment, recreation facilities and wellness, responsiveness and reliability. After applying the modified SERVQUAL model, an Importance – Performance Analysis (IPA) was performed. By using an Importance – Performance Analysis (IPA), this paper examines the efficiency of hotel resources allocation and the possibility of designing management strategies to improve the quality of hotel service.

Variability of seasonal and annual precipitation in Slovenia and its correlation with large-scale atmospheric circulation

Abstract This paper examines temporal and spatial variability and trends of annual and seasonal precipitation in Slovenia and their relationship with three atmospheric circulation patterns represented by their indices: North Atlantic Oscillation index (NAOi), Mediterranean Oscillation index (MOi) andWestern Mediterranean Oscillation index (WeMOi). Data from 45 precipitation stations were used for the period 1963–2012.Mean annual precipitation varies from 736 mm in eastern Slovenia to 2,518 mm in northwestern Slovenia. A significant annual precipitation decrease (from −3% to −6% per decade) is observed in western Slovenia. Significant negative trends are observed in southwestern Slovenia in summer (from −4% to −10% per decade) and near the Adriatic coast in spring (from −6% to −10% per decade). Non-significant negative and positive trends are observed in winter and autumn, respectively. Results indicate significant correlations between winter precipitation and MOi (from −0.3 to −0.7), NAOi (from −0.3 to −0.6) andWeMOi (from 0.3 to 0.6). Significant We-MOi influence is observed in spring and autumn, while NAOi and MOi influence has not been detected. Annual precipitation and WeMOi are significantly correlated in central and eastern Slovenia, while significant NAOi and MOi influence is observed in western Slovenia (with the larger area covered by MOi influence).

Statistical Analysis of Water Quality Parameters in Seven Major Serbian Rivers during 2004‒2013 Period

Rivers on territory of the Republic of Serbia can be separated to three sea drainage basins: Black, Adriatic and Aegean. Majority of rivers belong to the Black Sea drainage basin. The Danube is the most important river in Serbia and one of the most important rivers of Europe. All rivers investigated in this paper represent direct or indirect tributaries of the Danube River and as that, they are belonging to the Black Sea drainage basin. In this study, the water quality status and the spatial and temporal trends of seven major rivers in Serbia were assessed through the application of ten parameters of Water Quality Index. Ten year (2004–2013) public database of environmental data was used. Into considerations were taken differences between every river individually and difference between sample positions on every single river. Based on the chemical parameters of water quality, it can be seen that the biggest rivers in Serbia show different values of WQ parameters. The highest WQ value is measured on the Drina River, while the lowest value is measured on the Južna Morava and the Tisza River. Analyses of parameters per period of year show that there is a statistically significant difference between values during warm and cold periods.

Heat wave risk assessment and mapping in urban areas: case study for a midsized Central European city, Novi Sad (Serbia)

Risk assessment and mapping methodologies for heat waves as frequently occurring hazards in central and southeastern Europe were applied in this study, and the impact of heat waves on the mortality of urban populations was determined as part of the assessment. The methodology for conducting the heat wave risk assessment is based on European Commission’s Guidelines for Risk Assessment and Mapping. The Novi Sad (Serbia) urban area was studied during summer 2015, which was one of the hottest summers in the last few decades. In situ air temperature measurements from urban stations and mortality of urban populations were used. Nocturnal urban heat island (UHI) intensity values between the various built-up zones and natural surrounding areas were used for the hazard level calculation. Temperature data from 9 p.m. to 5 a.m. were used because during the night, the UHI intensity reached its maximum values. The average daily number of deaths by LCZs was used to define the impact level of the vulnerability index. Calculations for both hazard levels were completed during two intensive heat waves (in July and August 2015) when it was expected that there may be a high level of risk. The results and maps show that the urban area is complex, and the heat wave risk on the population is not uniform. The most densely built-up areas (LCZs 2, 5 and 6) have very high or high risk values that are influenced by a higher rate of mortality. The obtained results and maps can be used by local authorities to prevent and mitigate climate-related hazards, for medical institutions as well as urban planners and for ancillary local, regional or national services. According to these results, the local authorities could define hot spots where they can place medical and rescue teams and install points with water supplies, etc.