RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT

RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT

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<span lang="EN-US">The paper examines the concept and measurement of quality of service in the hotel sector. The ratings of guests’ expectations and calculations of SERVQUAL gap (discrepancies between expectations and perceptions), has been the most reliable method in estimating the...

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Main Authors: Ivana BLEŠIĆ, Andjelija IVKOV-DŽIGURSKI, Uglješa STANKOV, Igor STAMENKOVIĆ, Milan Bradić
Format: Article
Language:English
Published: Universitatii Suceava 2011-06-01
Series:Revista de Turism: Studii si Cercetari in Turism
Subjects:
service quality
spa hotels
satisfaction
servqual
Online Access:http://revistadeturism.ro/rdt/article/view/63
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spelling doaj-e0dd21265b284e5cb8741272d9bce18e2021-04-02T20:48:17ZengUniversitatii SuceavaRevista de Turism: Studii si Cercetari in Turism1844-29942011-06-0101161445RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENTIvana BLEŠIĆ0Andjelija IVKOV-DŽIGURSKI1Uglješa STANKOV2Igor STAMENKOVIĆ3Milan Bradić4University of Novi Sad, SerbiaUniversity of Novi Sad, SerbiaUniversity of Novi Sad, SerbiaUniversity of Novi Sad, SerbiaUniversity of Novi Sad, Serbia<span lang="EN-US">The paper examines the concept and measurement of quality of service in the hotel sector. The ratings of guests’ expectations and calculations of SERVQUAL gap (discrepancies between expectations and perceptions), has been the most reliable method in estimating the precise diagnosis of quality deficiency. The findings of questionnaire research aimed at measuring the service quality in spa hotels are presented in this paper. The research was conducted in hotels of the third category (three-star hotels) which are located in the most visited spa centers in Serbia: Vrnjačka banja, Niška banja, Soko banja and Mataruška banja, during the months of September - November 2009. Service quality was measured with a model based on SERVQUAL model. The results may be important for providers of hotel services and contribute to the advancement of business through the adjustment of the product needs of hotel guests.</span>http://revistadeturism.ro/rdt/article/view/63service qualityspa hotelssatisfactionservqual
collection DOAJ
language English
format Article
sources DOAJ
author Ivana BLEŠIĆ
Andjelija IVKOV-DŽIGURSKI
Uglješa STANKOV
Igor STAMENKOVIĆ
Milan Bradić
spellingShingle Ivana BLEŠIĆ
Andjelija IVKOV-DŽIGURSKI
Uglješa STANKOV
Igor STAMENKOVIĆ
Milan Bradić
RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT
Revista de Turism: Studii si Cercetari in Turism
service quality
spa hotels
satisfaction
servqual
author_facet Ivana BLEŠIĆ
Andjelija IVKOV-DŽIGURSKI
Uglješa STANKOV
Igor STAMENKOVIĆ
Milan Bradić
author_sort Ivana BLEŠIĆ
title RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT
title_short RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT
title_full RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT
title_fullStr RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT
title_full_unstemmed RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT
title_sort research of expected and perceived service quality in hotel management
publisher Universitatii Suceava
series Revista de Turism: Studii si Cercetari in Turism
issn 1844-2994
publishDate 2011-06-01
description <span lang="EN-US">The paper examines the concept and measurement of quality of service in the hotel sector. The ratings of guests’ expectations and calculations of SERVQUAL gap (discrepancies between expectations and perceptions), has been the most reliable method in estimating the precise diagnosis of quality deficiency. The findings of questionnaire research aimed at measuring the service quality in spa hotels are presented in this paper. The research was conducted in hotels of the third category (three-star hotels) which are located in the most visited spa centers in Serbia: Vrnjačka banja, Niška banja, Soko banja and Mataruška banja, during the months of September - November 2009. Service quality was measured with a model based on SERVQUAL model. The results may be important for providers of hotel services and contribute to the advancement of business through the adjustment of the product needs of hotel guests.</span>
topic service quality
spa hotels
satisfaction
servqual
url http://revistadeturism.ro/rdt/article/view/63
work_keys_str_mv AT ivanablesic researchofexpectedandperceivedservicequalityinhotelmanagement
AT andjelijaivkovdzigurski researchofexpectedandperceivedservicequalityinhotelmanagement
AT ugljesastankov researchofexpectedandperceivedservicequalityinhotelmanagement
AT igorstamenkovic researchofexpectedandperceivedservicequalityinhotelmanagement
AT milanbradic researchofexpectedandperceivedservicequalityinhotelmanagement
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