Bridezilla does not live here anymore : Attitudes of Croatian millennials towards wedding planning services

ABSTRACT The research focused on expectations of Croatian millennial brides towards wedding planning services. It was investigated what do millennial brides expect to be delivered from wedding planning agencies and what are their expectations when seeing themselves as future brides. Out of 178 questionnaire participants, results showed how older millennials do not expect a strong relationship with their wedding planner. The research also showed how more educated millennials view the relationship with their wedding planner more realistically then less educated millennials. What they all have in common is the importance of reliability as the most important feature pertaining to the wedding planning agency and the service they offer. It has been proven that reliability is the number one by importance between five dimensions within the SERVQUAL method and how customers identify their brand loyalty to companies through the common shared values. For future research it is advised to measure perceptions of married women who have already experienced the relationship with the wedding planning agency