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Measuring service quality in the hospitality industry: A multivariate statistical analysis (CROSBI ID 497478)

Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija

Marković, Suzana Measuring service quality in the hospitality industry: A multivariate statistical analysis // Congress proceedings of 17th biennial international congress - Tourism and Hospitality Industry 2004 - New Trends in Tourism and Hospitality Management / Ivanović, Zoran (ur.). Opatija: Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci, 2004. str. 833-848-x

Podaci o odgovornosti

Marković, Suzana

engleski

Measuring service quality in the hospitality industry: A multivariate statistical analysis

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.

service quality; measurement; SERVQUAL; factor analysis; reliability analysis; hospitality industry

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Podaci o prilogu

833-848-x.

2004.

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objavljeno

Podaci o matičnoj publikaciji

Congress proceedings of 17th biennial international congress - Tourism and Hospitality Industry 2004 - New Trends in Tourism and Hospitality Management

Ivanović, Zoran

Opatija: Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci

Podaci o skupu

Tourism & Hospitality Industry 2004: New Trends in Tourism and Hospitality Management

ostalo

14.04.2004-16.04.2004

Opatija, Hrvatska

Povezanost rada

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