Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services
Purpose – The purpose of this paper is twofold: (1) to assess importance-performance analysis (IPA) and service performance (SERVPERF) conceptualizations of service quality, and to establish which one excels in predicting the tourists' satisfaction in hotel industry; and (2) to test the mediati...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of tourism and hospitality management
2019-05-01
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| Series: | Tourism and Hospitality Management |
| Subjects: | |
| Online Access: | https://thm.fthm.hr/images/issues/vol25no1/BabicHodovic_ArslanagicKalajdzic_Banda_Sivac |