engleski

Expected service quality measurement in tourism higher education

This paper starts with background theory and the outlines the results of an exploratory study conducted on students at the Faculty of Tourism and Hospitality Management in Opatija (Croatia). The aims of the study are to: (1) provide a brief review of the existing tools for measuring students' experience, (2) assess students' expectations of service quality in tourism higher education, (3) test the reliability of a modified SERVQUAL scale, (5) establish the number of dimensions of service quality in tourism higher education. This study has contributed to knowledge about the service quality constructs in tourism higher education in Croatia by refining and developing the SERVQUAL scale.

service quality ; SERVQUAL ; multivariate statistical analysis ; higher education ; Croatia

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