engleski

SERVQUAL versus UNIQUAL: Student's Expectations and Perceptions in Croatian Higher Education

The SERVQUAL has been one of the most widely used and applied scales for the measurement of expected and perceived service quality in recent years. The aims of the present research are to: (1) assess the students' expectations and perceptions of service quality in Croatian higher education, (2) assess gaps between student's expectations and perceptions, (3) test the reliability of an modified SERVQUAL scale (nemed UNIQUAL), (4) establish the number of dimensions of service quality in the tourism and hospitality management higher education, (5) determine which dimension is the best predictor of overall service quality.

SERVQUAL; UNIQUAL; service quality; factor analysis; reliability analysis; higher education; Croatia

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