Naslov
An application of SERVQUAL scale in health tourism sector: An exploratory study

Autori
Marković, Suzana ; Horvat, Jasna ; Raspor, Sanja

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

Izvornik
Conference proceedings of International Conference Days of Turistica ENCUENTROS 2004 - Strategic Partnerships for the development of tourist destination / - Portorož : TURISTICA - Visoka škola za turizam, 2004

Skup
International Conference Days of Turistica ENCUENTROS 2004 - Strategic Partnerships for the development of tourist destination

Mjesto i datum
Portorož, Slovenija, 18.03.2004. - 19.03.2004

Vrsta sudjelovanja
Plenarno

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
service quality; SERVQUAL; measurement; factor analysis; reliability analysis; health tourism; Croatia

Sažetak
Over the past decade, SERVQUAL has emerged as perhaps the most popular standardized questionnaire to measure service quality. This study has examined the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. The SERVQUAL can serve as a useful indicator for hotel managers attempting to identify areas of needed service improvement and to researchers seeking a successful measure of hotel services. The aim of this exploratory study are as follows: (1) to assess the quests' expectations and perceptions of service quality in Croatian hotel industry and to identify the gap between expectations and perceptions, (2) the multivariate statistical analysis (factor analysis and reliability analysis) of a SERVQUAL scale adapted for hotel service quality. Management implications and future research issues are discussed.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA