An application of SERVQUAL scale in health tourism sector: An exploratory study (CROSBI ID 497477)
Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Marković, Suzana ; Horvat, Jasna ; Raspor, Sanja
engleski
An application of SERVQUAL scale in health tourism sector: An exploratory study
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.
service quality; SERVQUAL; measurement; factor analysis; reliability analysis; health tourism; Croatia
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Podaci o prilogu
2004.
objavljeno
Podaci o matičnoj publikaciji
Conference proceedings of International Conference Days of Turistica ENCUENTROS 2004 - Strategic Partnerships for the development of tourist destination
Portorož: TURISTICA - Visoka škola za turizam
Podaci o skupu
International Conference Days of Turistica ENCUENTROS 2004 - Strategic Partnerships for the development of tourist destination
ostalo
18.03.2004-19.03.2004
Portorož, Slovenija