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Pregled bibliografske jedinice broj: 574454

Guests expectations in Croatian hotel industry: Factor and reliability analyses


Marković, Suzana; Raspor, Sanja
Guests expectations in Croatian hotel industry: Factor and reliability analyses // 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, 2011. (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)


Naslov
Guests expectations in Croatian hotel industry: Factor and reliability analyses

Autori
Marković, Suzana ; Raspor, Sanja

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
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, 2011

Skup
11th International Conference "Service sector in terms of changing environment"

Mjesto i datum
Ohrid, Makedinija, 27. - 29. 10. 2011

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Service quality expectations; SERVQUAL; statistical analysis; hotel industry.

Sažetak
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.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija



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