Measuring service quality in the hospitality industry: A multivariate statistical analysis (CROSBI ID 497478)
Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija
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