Measuring services quality in hotel industry in Bosnia and Herzegovina MEASURING SERVICE QUALITY IN HOTEL INDUSTRY IN BOSNIA AND HERZEGOVINA
Tourism and hotel industry are one of the main priorities in the development of Bosnia and Herzegovina. Development of tourism is based primarily on raising the quality of hotel services. Hotel industry in Bosnia and Herzegovina is determined by an insuffi cient level of service quality, unfavourable structure and a low degree of capacity utilization. In an eff ort to improve the quality of services in hotel industry, and the satisfaction of tourists from emitting countries, hotel management is oft en faced with the problem of measuring the quality of services, which is a precondition for managing the quality of service provision.