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  • Measuring service quality in the Croatian hotel industry : a multivariate statistical analysis
    Marković, Suzana, 1969-
    Over the past decade, SERVQUAL has emerged as perhaps the most popular standardized questionnaire to measure service quality. This study examines the SERVQUAL instrument as a possible measure to ... assist managers and researchers in evaluating service quality. SERVQUAL can serve as a useful indicator for hotel managers attempting to identify areas of needed service improvement and for researchers seeking a successful measure of hotel services. The aims of this exploratory study are as follows: (1) to assess guests' expectations and perceptions of service quality in the Croatian hotel industry and to identify the gap between expectations and perceptions, (2) to present 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.
    Vir: Naše gospodarstvo : revija za aktualna gospodarska vprašanja = Our economy : review of current problems in economics. - ISSN 0547-3101 (Letn. 50, št. 1/2, 2004, str. 27-35)
    Vrsta gradiva - članek, sestavni del
    Leto - 2004
    Jezik - angleški
    COBISS.SI-ID - 7502876

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