SATISFACTION OF USERS OF SERVICES IN SPA SPAS IN THE FEDERATION OF BOSNIA AND HERZEGOVINA

Abstract

It can be stated that quality is an integral part of our daily life. All people constantly insist on quality in certain areas of life, which indicates that quality can be found in all segments in which a person work. The main objective of this study is to examine the satisfaction of clients/users with the services of spa centers. The basic research methods used are: synthesis, analysis, induction and deduction, comparative and statistical methods. The collection of primary data was carried out through an online survey, which contains a standardized scale (SERVQUAL). The correlation analysis confirms the general objective, so it can be concluded that the Pearson coefficient is -0.158, from which it follows that there is a very weak negative correlation between these two variables. It is concluded that sociodemographic factors do not at all influence the attitude of respondents about the quality of service of spa resorts. But, Pearson coefficient indicates a high degree of correlation between respondents' satisfaction with the quality of service in spa resorts and other factors.  There is a very high degree of correlation between respondents' satisfaction with service quality and other factors - 81%, which have an impact on the respondents' satisfaction with the quality of service in the spa: the first contact in the spa, the reason for coming to the spa, the distance from home to the spa, travel time and the manner the therapy is introduced.