The user's perception of the quality of service in organizing music festivals using the SERVQUAL model

Abstract

In this paper, the user's perception of the quality of the music festival organizing service was analyzed. The tool for measuring the quality of music festivals is based on the SERVQUAL model. The research was conducted during the months of May and June, 2023. The obtained results can be useful to the organizers of music festivals in order to improve the quality of the services they provide. The EXIT festival, which is organized in July every year in the Petrovaradin Fortress, in Novi Sad, Serbia, was used as the subject of analysis.