Tijana Radojevic

Inside the Rating Scores: A Multilevel Analysis of the Factors Influencing Customer Satisfaction in the Hotel Industry:

In this study, we conducted a multilevel analysis of factors affecting customer satisfaction in the global hotel industry. The survey data collected from TripAdvisor.com included customer reviews relating to 13,410 hotels located in 80 major global urban tourism destinations. We examined multiple relevant factors at each of the following five levels of analysis: (a) service encounter, (b) visitor, (c) visitor’s nationality, (d) hotel, and (e) destination. The results show that hotel attributes and the personal characteristics of visitors most powerfully influence customer satisfaction. However, the purpose of the trip, the characteristics of the destination, and the visitor’s nationality are also found to play an important role in hotel evaluation. By integrating multiple levels of analysis into a single statistical model, multilevel modeling framework enables researchers and professionals to see the “big picture” of factors affecting customer satisfaction in the contemporary hotel industry.

The impact of tourism on the economic growth in BiH

Tourism as socio-economic phenomenon reflects different influences (economic, social, political etc.), and in line with it, it has an important role in the overall economic growth. The aim of this paper is to determine the contribution of tourism in the overall economic growth in Bosnia and Herzegovina (BiH) during the period of years 2006-2014. Using the methodology which used Cerovic et al. (2015) for calculating the rate of real GDP growth and the contribution of tourism towards overall economic growth in countries in the region (Serbia, Macedonia, and Montenegro), in this paper we demonstrated that tourism, in the observed period, had a modest direct contribution towards overall economic growth in Bosnia and Herzegovina.