engleski

Quality dimensions of tourist accommodation in households

Improving service quality in tourist accommodation in households is one of the essential preconditions to the successful and long-term sustainable positioning and differentiation of Croatian tourism in the international market. Therefore, emphasis needs to be placed on quality improvement in this segment of the offering, focusing on guest needs and expectations. The research focused on the qualitative aspects of the service delivery process in tourist accommodation in households is also essential because this is an under- researched topic. The research’s additional motivation is that service quality represents a competitive advantage, making research vital in quality development and improvement. Accordingly, research was conducted as part of the project Focus on Quality in Household Accommodation: The Guest Perspective. The study was based on a structured questionnaire adjusted to the specific features of tourist accommodation in households. A survey was conducted from July to September 2020 in tourist destinations in ten Croatian counties and included 168 guests. As a part of the research, satisfaction with, and the importance of, different quality dimensions among guests in household accommodation was analyzed. Importance– Performance Analysis (IPA) was used to compare importance and satisfaction ratings to identify the essential quality dimensions. The research results and gap analysis between guests’ importance and their perception of households’ performance will represent the basis for identifying areas for quality improvement, contributing to the research’s practical implications. The study’s limitations refer to the sample size, resulting from the fact that research was conducted from June to September 2020 under the business conditions imposed during the COVID- 19 pandemic. Further studies could be expanded to cover a larger sample.

service quality ; tourist accommodation in households ; quality dimensions ; Importance–Performance Analysis (IPA)

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