Naslov
Measuring service quality in the hospitality industry: A multivariate statistical analysis

Autori
Marković, Suzana

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

Izvornik
Congress proceedings of 17th biennial international congress - Tourism and Hospitality Industry 2004 - New Trends in Tourism and Hospitality Management / Ivanović, Zoran - Opatija : Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci, 2004, 833-848

Skup
TOURISM & HOSPITALITY INDUSTRY 2004 - New Trends in Tourism and Hospitality Management

Mjesto i datum
Opatija, Hrvatska, 14.04.2004. - 16.04.2004

Vrsta sudjelovanja
Plenarno

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
service quality; measurement; SERVQUAL; factor analysis; reliability analysis; hospitality industry

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 success measure of hotel services. The aim of the present research was the multivariate statistical analysis (factor analysis and reliability analysis) of a SERVQUAL scale adjusted for hotel service quality. Management implications and future research issues are discussed.

Izvorni jezik
Engleski

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