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Business & Economics

THE QUALITY OF HUMAN RESOURCES IN TOURISM AND HOSPITALITY INDUSTRY IN MONTENEGRO
Misko Radjenovic

ABSTRACT. The research problem is the measurement of human resource quality in tourism and hospitality industry in Montenegro. The purpose of the article is to test tourist expert's perception of the degree influences of the most important selected factors on the human resource quality. For that purpose, besides the theoretical considerations, the paper comprises quantitative analysis of influence the following factors: (a) qualification level of employees and its structure, (b) age structure of employees, (c) degree of motivation of employees, (d) the level of satisfaction of employees and (e) training opportunities for employees. The starting hypothesis is that in Montenegro exists relative negative perception of specified variables, and auxillary hypothesis that Montenegro needs better human resources management in the hospitality industry in order to improve the quality of service supply and profitability. Multiple regression linear approach is applied on a sample of 240 selected respondents (tourism experts) in five towns in Montenegro: Budva, Kotor, Herceg Novi, Ulcinj and Podgorica. The result of regression proofs the starting and auxiliary hypothesis.

KEYWORDS:  human resource quality, tourism, hospitality, quality of service, Montenegro.

JEL classification:  J24, L83.