Naslov
DOCTORAL DISSERTATION SUMMARY: Service quality measurement in rural tourism: an application of modified RURALQUAL model

Autori
Kljaić Šebrek, Jelena

Izvornik
Tourism and hospitality management (1330-7533) 26 (2020), 1; 245-248

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, sažetak doktorske disertacije, ostalo

Ključne riječi
service quality ; SERVQUAL ; RURALQUAL ; rural tourism ; measurement

Sažetak
Purpose In today’s competitive economic environment, service quality presents one of the key elements for the achievement of a tourist company’s long- term success. Although there is no universal definition of service quality, most of the researchers agree that service quality is a measure of fulfilling customers’ expectations (Lewis and Booms, 1983 ; Gronroos, 1984 ; Parasuraman et al., 1985). The purpose of Doctoral thesis is to: (a) analyze and (b) describe concepts of service quality, and related concepts of Customer Satisfaction, Trust and Behavioral intentions in the conceptual part and, following the literature review results, and (c) to develop and test modified RURALQUAL model as a measurement instrument designed for service quality measurement in rural tourism. The Doctoral thesis consists of 5 parts. First part Introduction lays out the research problem, research objectives, hypothesis, research methodology, and scientific contribution. The second part Description of key concepts explains selected concepts, analyses the theoretical measurement models, and provides a detailed review of the relevant literature. The third part Measurement of service quality in rural tourism describes SERVQUAL as one of the most important and frequently used models for the service quality measurement and RURALQUAL as a derived model for measuring service quality in rural tourism and the modified RURALQUAL adapted for the empirical research for this thesis. The fourth part Methodology and results of Empirical research describes research methodology including implemented statistical methods and the results of the empirical research. The last part of the thesis provides main Conclusions including a scientific contribution of the doctoral thesis, limitations of the research and proposals for future research activities.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA