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Measuring perceived service quality using SERVQUAL : a case study of the Croatian hotel industryMarković, Suzana, 1969- ; Raspor, SanjaNamen raziskave je ugotoviti, kako kakovostne se odjemalcem zdijo storitve v hrvaških hotelih; cilj je oceniti zaznano kakovost hotelskih storitev in ugotoviti njeno faktorsko strukturo. Za oceno ... zaznane kakovosti storitev domačih in tujih turistov je bil uporabljen modificirani model servqual. Podatki so bili zbrani s pomočjo anketnega vprašalnika v petnajstih hotelih na opatijski rivijeri; opravljene so bile deskriptivna analiza, eksploratorna faktorska analiza in analiza znesljivosti. Rezultati raziskave kažejo na dokaj visoko stopnjo zadovoljstva hotelskih gostov s kakovostjo storitev. Gostje so predvsem pohvalili "zanesljivost", "ljubeznivost in strokovnost zaposlenih", "dostopnost" in "materialne dokaze". Rezultati kvantitativne raziskave zaznane kakovosti storitev lahko dajo informacije o tem, kako odjemalci ocenjujejo kakovost storitev v določenem hotelu, zato se lahko managerji hotelov nanje oprejo, kadar želijo izboljšati glavne parametre kakovosti ter povečati kakovost storitev in poslovno uspešnost.Source: Management. - ISSN 1854-4223 (Let. 5, št. 3, jesen 2010, str. 195-209)Type of material - article, component partPublish date - 2010Language - englishCOBISS.SI-ID - 3667927
Author
Marković, Suzana, 1969- |
Raspor, Sanja
Topics
storitve |
kakovost |
hotelirstvo |
faktorska analiza
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Marković, Suzana, 1969- | |
Raspor, Sanja |
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