engleski

Students' Expectations and Perceptions in Croatian Tourism and Hospitality Higher Education: SERVQUAL versus UNIQUAL

The SERVQUAL has been one of the most widely used and applied scales for expected and perceived service quality measurement in recent years. The aims of the present reserch are to: (1) assess the students' expectations and perceptions of service quality in Croatian higher education, (2) assess gaps between students' expectations and perceptions, (3) test the reliability of a modified SERVQUAL scale (named UNIQUAL), (4) establish the number of dimensions of service quality in tourism and hospitality management higher education, (5) determine which dimension is the best predictor of overall service quality in Croatian tourism and hospitality higher education.

service quality ; measurement ; expectations ; perceptions ; SERVQUAL ; higher education

nije evidentirano