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Pregled bibliografske jedinice broj: 152781

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Autori: Marković, Suzana
Naslov: Measuring service quality in the hospitality industry: A multivariate statistical analysis
( Measuring service quality in the hospitality industry: A multivariate statistical analysis )
Izvornik: Congress proceedings of 17th biennial international congress - Tourism and Hospitality Industry 2004 - New Trends in Tourism and Hospitality Management / Ivanović, Zoran (ur.). - Opatija : University of Rijeka, Faculty of Tourism and Hospitality Management Opatija , 2004. 833-848.
Skup: TOURISM & HOSPITALITY INDUSTRY 2004 - New Trends in Tourism and Hospitality Management
Mjesto i datum: Opatija, Hrvatska, 14-16.04.2004.
Ključne riječi: service quality; measurement; SERVQUAL; factor analysis; reliability analysis; hospitality industry
( service quality; measurement; SERVQUAL; factor analysis; reliability analysis; hospitality industry )
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 success measure of hotel services. The aim of the present research was the multivariate statistical analysis (factor analysis and reliability analysis) of a SERVQUAL scale adjusted 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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