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izvor podataka: crosbi

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

Marković, Suzana ; Horvat, Jasna ; Raspor, Sanja An application of SERVQUAL scale in health tourism sector: An exploratory study // Conference proceedings of International Conference Days of Turistica ENCUENTROS 2004 - Strategic Partnerships for the development of tourist destination. Portorož: TURISTICA - Visoka škola za turizam, 2004

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

Povezanost rada

Ekonomija