Primena modifikovanog SERVQUAL modela u oceni kvaliteta hotelskih usluga na primeru Zapadnomoravske banjske zone

• Main Authors: Blešić Ivana, Romelić Jovan, Bradić Milan
• Format: Article
• Language: English
• Published: Geographical Institute "Jovan Cvijić" SASA 2009-01-01
• Series: Zbornik Radova: Geografski institut "Jovan Cvijić"
• Subjects: hotel service quality; guests' satisfaction; SERVQUAL
• Online Access: http://www.doiserbia.nb.rs/img/doi/0350-7599/2009/0350-75990959093B.pdf

Developing steps to promote qualities of hotel service is the main precondition for successful business and survival at the market. Service quality is of the greatest importance for keeping the guests and crucial indicator of future economic activities. Demand for better quality of products and service is one of the most important strategic priorities that hotel companies have to manage with. This study will present the results of poll survey directed towards service quality measurement in spa hotels of West Morava Region. The model used for service quality measurement in spa hotels is developed upon SERVQUAL model.