Naslov
Measuring service quality in the hotel industry : an application of the servqual instrument

Autori
Marković, Suzana

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

Izvornik
HOTEL 2000 / Perić, Jože - Opatija : Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci, 2000, 513-527

Skup
Biennial International Congress Hotel 2000

Mjesto i datum
Opatija, Hrvatska, 25.10.2000. - 28.10.2000

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
measurement; customer satisfaction; service quality; SERVQUAL; hospitality industry

Sažetak
There is a desperate need for new research that will advance service quality methodologies in the hospitality industry. This review of the theoris and methodologies reported in service quality studies cited in the hospitality literature, provides suggestions for the future service quality researches in hospitality field. First, the theoretical and methodological issues are critically reviewed. Next, major development in service quality research methodologies is discussed. The purpose of this article is to examine the applicability of a previously established instrument for measuring service quality (SERVQUAL) in assessing customer perceptions of service quality in the hospitality industry. The final section of the study is devoted to developing and proposing new directions for future service quality research in hospitality industry.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA