engleski

Service quality measurement in wellness tourism: An application of SERVQUAL scale

Over the recent years health tourism sector has spread its framework from solely curative purpose to variety of preventive programmes, known as wellness services. This relatively new concept in tourism segment is well immanent in practice. On the other hand, there is little empirical evidence that evaluate service quality from the perspective of wellness customers. The purpose of this study is to contribute to the conceptual and empirical knowledge of service quality in wellness settings. The aim is to provide theoretical background of the main concepts of interest and to empirically assess customers’ expectations and perceptions, as well as to determine overall wellness service quality. Data were collected using a self-administered questionnaire, based on dimensions of SERVQUAL scale (Parasuraman et al., 1988). The questionnaire was divided into three parts. First, the respondents’ expectations regarding service quality in wellness settings in general were measured. The second part examined the respondents’ perceptions of service quality in wellness centers in Croatian hotels. The third part of questionnaire consisted of demographic questions. Factor analysis and reliability analysis were conducted in order to identify key factors of wellness service quality and to test the reliability and consistency of the measurement scale.

Service quality ; SERVQUAL ; measurement ; health tourism ; wellness ; Croatia

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