Naslov
Tourist accommodation in households - perception of service quality

Autori
Vrtodušić Hrgović, Ana-Marija ; Brito, Elisabeth ; Petaković, Ema

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

Izvornik
ToSEE – Tourism in Southern and Eastern Europe / Alkier, Romina ; Marković, Suzana ; Perić, Marko - Opatija : Faculty of Tourism and Hospitality Management Opatija, Croatia, Sandra Janković, 2021, 789-801

Skup
6th International Scientific Conference ToSEE - Tourism in Southern and Eastern Europe 2021: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure (ToSEE 2021)

Mjesto i datum
Opatija, Hrvatska, 30.06.2021. - 02.07.2021

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
tourist accommodation in households ; service quality ; quality improvement

Sažetak
Purpose – The research focuses on analyzing the service quality in tourist accommodation in households. The aim of this paper is to determine whether there are statistically significant differences in the perception of quality service (technical and functional quality aspect), with emphasis on quality improvement. Methodology – The research was based on a structured questionnaire, which was carried out during the summer months of 2020, on a sample of 168 tourists who stayed in tourist accommodation in households. According to the type of data obtained, statistical differences between multiple groups are examined using nonparametric Kruskal- Wallis H Test in IBM SPSS Statistic software. Findings – The results indicate that there are statistically significant differences in the perception of service quality with regard to socio- demographic characteristics of the respondents. Foreign guests visiting Croatia and staying in tourist accommodation in households rate the quality of service at a higher rate compared to domestic guests. Regarding the differences based on qualification levels and age, individuals with university degrees, and those in the age group 60-77 tend to give statistically significantly higher ratings to quality elements. Contribution – The scientific contribution of the research is seen in widening the knowledge on service quality as well as the development of a measuring instrument for measuring service quality taking into account tourist accommodation in households. Its practical contribution can be seen in the comparison of service quality dimensions, taking into account socio - demographic characteristics of respondents, based on which improvement of quality can be made in this segment of accommodation offer

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA