Naslov
TOURIST SATISFACTION WITH THE QUALITY OF HOTEL SERVICES: THE CASE STUDY OF THE FAMILY HOTEL ON THE MAKARSKA RIVIERA

Autori
Jurčević, Marija ; Divić, Ivana

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

Izvornik
Book of Proceedings / Lorga da Silva, Ana ; Rados, Tomislav ; Kaurova, Olga V. - Lisabon : Varazdin Development and Entrepreneurship Agency and University of North, CPES, CICPRIS, 2020, 377-389

Skup
62nd International Scientific Conference on Economic and Social Development

Mjesto i datum
Lisabon, Portugal, 19.11.2020. - 20.11.2020

Vrsta sudjelovanja
Ostalo

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
service quality, SERVQUAL model, tourism, hotel

Sažetak
Many business subjects within the hospitality industry face unexpected, dynamic and deep changes on the international market on daily basis. Tourists expect full service and good quality for reasonable price. In order to survive, hotels today have to invest in service updating to meet the demands and expectations of the final customers. Providing good service is one of the challenges hotel management will face in the upcoming period and also one of the most important preconditions for achieving competitive advantage on the global market. Therefore, the quality of the service, together with its careful monitoring, will enable hotels to create a differentiated tourist product and generate positive economic effects and loyalty from their customers, and ensure a long-term and stable business. With the aim of improving the quality of hotel services and the satisfaction of the final consumer, the owners and managers face some difficulties in choosing the methods and ways of evaluating them. The main reason for that is because they are not familiar with the manner guests evaluate something as having good quality and because they lack suitable instruments for assessing the expectations and perception of the hotel guests. If there is a discrepancy in the point of view between demand and supply, there is a chance of a gap being created in the service quality. This paper places the focus on the SERVQUAL Model as the most frequently used model and a referential framework for measuring the quality of hotel services. It was used for the purpose of the primary research on tourist satisfaction with the hotel services provided at Hotel Ivando in Drvenik. The users of the accommodation and the half-board service at Hotel Ivando expressed their satisfaction with the services, i.e., the average grade of the service perception was better than general expectations the hotel guests had. These results imply good allocation of human and financial resources made by both the owner and the hotel manager.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA