8th International Thematic Monograph – Modern Management Tools and Economy of Tourism Sector in Present Era

Legal Aspects of Consumer Protection in the Promotion of Tourist Services

Aleksandra Stanković –   College of Academic Studies „Dositej”, Bulevar vojvode Putnika 7, 11000 Belgrade, Serbia
Milena Cvjetković –   College of Academic Studies „Dositej”, Bulevar vojvode Putnika 7, 11000 Belgrade, Serbia
Milovan Cvjetković –   Technical College of Academic Studies, Bulevar vojvode Putnika 7, 11000 Belgrade, Serbia
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​​DOI:    https://doi.org/10.31410/tmt.2023-2024.335​​​​​  ​​   

Abstract:  With the research presented in the study, the authors aimed to show the impact of consumer protection from a legal perspective on the promotion and satisfaction of users of tourist services. The research sam­ple included 294 users of tourism services. The correlation analysis showed statistically significant values and indicated a significant relationship be­tween the variables of consumer protection from a legal point of view and the variables of promotion and user satisfaction. The regression mod­el showed that the variables of access to services and the safety of service users had the greatest individual contribution to user satisfaction. The re­search showed that there are statistically significant correlation values of agreement with the analyzed variables when it comes to consumers’ abili­ty to allocate funds for tourist services. The mentioned research has shown the variables whose improvement can increase the satisfaction of the us­ers of tourist services.​
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Keywords:   Consumer protection; Promotional means; Customer satisfaction; Tourist services

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