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Title:Measuring perceived service quality using SERVQUAL
Authors:Marković, Suzana (Author)
Raspor, Sanja (Author)
Files:URL http://www.fm-kp.si/zalozba/ISSN/1854-4231/5_195-209.pdf
 
Language:English
Work type:Not categorized
Tipology:1.01 - Original Scientific Article
Organization:FM - Faculty of Management
Abstract:Namen raziskave je ugotoviti, kako kakovostne se odjemalcem zdijo storitve v hrvaških hotelih; cilj je oceniti zaznano kakovost hotelskih storitev in ugotoviti njeno faktorsko strukturo. Za oceno zaznane kakovosti storitev domačih in tujih turistov je bil uporabljen modificirani model servqual. Podatki so bili zbrani s pomočjo anketnega vprašalnika v petnajstih hotelih na opatijski rivijeri; opravljene so bile deskriptivna analiza, eksploratorna faktorska analiza in analiza znesljivosti. Rezultati raziskave kažejo na dokaj visoko stopnjo zadovoljstva hotelskih gostov s kakovostjo storitev. Gostje so predvsem pohvalili "zanesljivost", "ljubeznivost in strokovnost zaposlenih", "dostopnost" in "materialne dokaze". Rezultati kvantitativne raziskave zaznane kakovosti storitev lahko dajo informacije o tem, kako odjemalci ocenjujejo kakovost storitev v določenem hotelu, zato se lahko managerji hotelov nanje oprejo, kadar želijo izboljšati glavne parametre kakovosti ter povečati kakovost storitev in poslovno uspešnost.
Keywords:storitve, kakovost, hotelirstvo, faktorska analiza
Year of publishing:2010
Number of pages:str. 195-209
Numbering:Let. 5, št. 3
ISSN:1854-4223
UDC:338.488.2:640.4
COBISS_ID:3667927 Link is opened in a new window
Views:1846
Downloads:35
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Secondary language

Language:English
Abstract:The purpose of the study is to examine customers' perceptions of service quality in the Croatian hotel industry. The aim is to assess the perceived service quality of hotel attributes and to determine the factor structure of service quality perception. A modified servqual scale was used to assess service quality perceptions from the perspective of domestic and international tourists. Data were collected in 15 hotels in the Opatija Riviera (Croatia), using a self-administered questionnaire. Descriptive statistical analysis, exploratory factor analysis and reliability analysis were conducted. The study results indicate the rather high expectations of hotel guests regarding service quality. 'Reliability', 'empathy and competence of staff', 'accessibility' and 'tangibles' are the key factors that best explained customers' expectations of hotel service quality. The results of the quantitative assessment of perceived service quality may provide some insights on how customers rate the service quality of a particular hotel. Thus, the findings can be used as a guide for hotel managers to improve the crucial quality attributes and enhance service quality and business performance.

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