Guests expectations in Croatian hotel industry: Factor and reliability analyses (CROSBI ID 585269)
Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Marković, Suzana ; Raspor, Sanja
engleski
Guests expectations in Croatian hotel industry: Factor and reliability analyses
In order to compete successfully in the hotel industry, managers should know what their customers expect and provide services that meet these expectations. The study aims to empirically investigate expectations of service quality in Croatian hotel industry. The main goals are to assess hotel guests’ expectations and to determine main factors that best explain customers’ expectations regarding hotel service quality. In order to measure customers’ expectations specific to the hotel environment, original SERVQUAL model was modified. The questionnaire was designed in accordance with researches conducted by Parasuraman et al. (1988), Zeithaml et al. (1990), Snoj and Ogorelc (1998), Pizam and Ellis (1999) and Marković (2003). Data were collected in 15 hotels in Opatija Riviera (Croatia) during the summer 2007. A total of 253 hotel guests returned completed and usable questionnaires. To meet study’s objectives, descriptive statistical analysis, exploratory factor analysis and reliability analysis were conducted. The findings revealed that guests have high expectations of service quality in Opatija Riviera hotels. Moreover, four factors were identified that best explained expected service quality and all of them are highly reliable. It was found that reliability, empathy, tangibles and accessibility are key dimensions of expected hotel service.
Service quality expectations; SERVQUAL; statistical analysis; hotel industry.
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Podaci o prilogu
2011.
objavljeno
Podaci o matičnoj publikaciji
Conference proceedings of 11th International Conference "Service sector in terms of changing environment"
Ohrid: University St. Kliment Ohridski, Bitola, Faculty of tourism and hospitality Ohrid
Podaci o skupu
11th International Conference "Service sector in terms of changing environment
predavanje
27.10.2011-29.10.2011
Ohrid, Sjeverna Makedonija