engleski

Factor analysis of hotel guests perceptions: a conceptual and empirical research

In competitive tourism market service quality and customer satisfaction have important role in achieving and maintaining business success and profitability. Consequently, the efforts of service managers and academic researchers are directed to understanding how customers perceive the quality of service. This study aims to contribute to the knowledge of perceived service quality in hotel settings. The purpose of the study is to examine dimensions of perceived service quality in Croatian hotel industry. A modified SERVQUAL scale was used in order to assess service quality perceptions from the perspective of domestic and international tourists. Data was collected during summer 2007, using a self- administered questionnaire. Data analysis is based on 253 valid questionnaires. Exploratory factor analysis was conducted in order to determine factors that explain customers’ perceptions of hotel service quality. Furthermore, the reliability analysis was performed to test the reliability of the scale and inner consistency of extracted factors. The findings can be used as a guide for hotel managers to improve crucial quality attributes and enhance service quality and business performance.

service quality ; SERVQUAL ; factor analysis ; hotel industry ; Croatia

nije evidentirano