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Pregled bibliografske jedinice broj: 152779

Zbornik radova

Autori: Marković, Suzana; Horvat, Jasna; Raspor, Sanja
Naslov: An application of SERVQUAL scale in health tourism sector: An exploratory study
( An application of SERVQUAL scale in health tourism sector: An exploratory study )
Izvornik: Conference proceedings of International Conference Days of Turistica ENCUENTROS 2004 - Strategic Partnerships for the development of tourist destinationPortorož, Slovenija : TURISTICA - Visoka škola za turizam , 2004. .
Skup: International Conference Days of Turistica ENCUENTROS 2004 - Strategic Partnerships for the development of tourist destination
Mjesto i datum: Portorož, Slovenija, 18-19.03.2004.
Ključne riječi: service quality; SERVQUAL; measurement; factor analysis; reliability analysis; health tourism; Croatia
( service quality; SERVQUAL; measurement; factor analysis; reliability analysis; health tourism; Croatia )
Sažetak:
Over the past decade, SERVQUAL has emerged as perhaps the most popular standardized questionnaire to measure service quality. This study has examined the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. The SERVQUAL can serve as a useful indicator for hotel managers attempting to identify areas of needed service improvement and to researchers seeking a successful measure of hotel services. The aim of this exploratory study are as follows: (1) to assess the quests' expectations and perceptions of service quality in Croatian hotel industry and to identify the gap between expectations and perceptions, (2) the multivariate statistical analysis (factor analysis and reliability analysis) of a SERVQUAL scale adapted for hotel service quality. Management implications and future research issues are discussed.
Vrsta sudjelovanja: Plenarno
Vrsta prezentacije u zborniku: Cjeloviti rad (više od 1500 riječi)
Vrsta recenzije: Međunarodna recenzija
Izvorni jezik: eng
Kategorija: Znanstveni
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