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Pregled bibliografske jedinice broj: 152777

Časopis

Autori: Marković, Suzana
Naslov: Measuring Service Quality in Croatian Hotel Industry: A Multivariate Statistical Analysis
( Measuring Service Quality in Croatian Hotel Industry: A Multivariate Statistical Analysis )
Izvornik: Naše gospodarstvo (0547-3101) 50 (2004), 1-2; 27-35
Vrsta rada: Izvorni znanstveni rad
Ključne riječi: Service Quality ; Measurement ; SERVQUAL ; Multivariate statistical analysis ; hotel industry
( service quality ; measurement ; SERVQUAL ; multivariate statistical analysis ; hotel industry )
Sažetak:
This study examines the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. SERVQUAL can serve as a useful indicator for hotel managers attempting to identify areas of needed service improvement and for researchers seeking a successful measure of hotel services. The aims of this exploratory study are as follows: (1) to assess guests' expectations and perceptions of service quality in the Croatian hotel industry and to indentify the gap between expectations and perceptions, (2) to present the multivariate statistical analysis (factor analysis and reliability analysis) of a SERVQUAL scale adapted for hotel service quality.
Izvorni jezik: eng
Rad je indeksiran u
bazama podataka:
EconLit
Kategorija: Znanstveni
Znanstvena područja:
Ekonomija
URL cjelovitog teksta:
Google Scholar: Measuring Service Quality in Croatian Hotel Industry: A Multivariate Statistical Analysis



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