The analysis of questionnaires for hotel guests satisfaction - comparison between Croatia and Slovenia

Customer satisfaction is becoming one of the most important issues in the management of companies and in academic research dealing with the management of companies. In most companies, especially service companies, achieving customer satisfaction is the primary objective since it is directly linked to their business success. The clear importance of consumer satisfaction drives many companies to conduct consumer satisfaction surveys, with or without the help of professional marketing research agencies, and report from time to time to what extent their customers are satisfied. The absence of comprehensive empirical research on this issue in the tourism industry leads to the need for a study of customer satisfaction in the hotel industry. The purpose of the study was to gather and analyze the questionnaires used by hotels in measuring their guests’ satisfaction in Slovenia and Croatia and to compare them. The questionnaires were analysed through several criteria. The primary objective of gathering and analyzing customer satisfaction data is to help managers understand their customers’ needs in order to provide products and services that will maximize customer satisfaction. That it is why the quality of instrument for measuring hotel guest satisfaction is extremely important.