Servqual potential for quality management in hotel services

The aim of the paper is to present possibilities and specifications of using the Servqual method in service quality management in hotel industry. The Servqual method works on the definition of five dimensions of a service quality: tangibles, reliability, responsiveness, assurance and empathy. It is...

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Main Authors: Kateřina Ryglová, Ida Vajčnerová, Jakub Šácha
Format: Article
Language:English
Published: Mendel University Press 2012-01-01
Series:Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
Subjects:
Online Access:https://acta.mendelu.cz/60/2/0307/
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spelling doaj-ee39b0100182439599d9ad5b9b798cc32020-11-24T21:10:53ZengMendel University PressActa Universitatis Agriculturae et Silviculturae Mendelianae Brunensis1211-85162464-83102012-01-0160230731410.11118/actaun201260020307Servqual potential for quality management in hotel servicesKateřina Ryglová0Ida Vajčnerová1Jakub Šácha2Ústav marketingu a obchodu, Mendelova univerzita v Brně, Zemědělská 1, 613 00 Brno, Česká republikaÚstav marketingu a obchodu, Mendelova univerzita v Brně, Zemědělská 1, 613 00 Brno, Česká republikaÚstav statistiky a operačního výzkumu, Mendelova univerzita v Brně, Zemědělská 1, 613 00 Brno, Česká republikaThe aim of the paper is to present possibilities and specifications of using the Servqual method in service quality management in hotel industry. The Servqual method works on the definition of five dimensions of a service quality: tangibles, reliability, responsiveness, assurance and empathy. It is based on so called Gap analysis that crucially comes out of the discrepancy between a customer’s expectation and perception. Demonstrating the practical application of Servqual in hotel business is also a part of the paper, as well as verifying possibilities of customer satisfaction quantification with the help of the Gap model, evaluating general applicability and presenting suggestions for possible adaptations and further utilization in the branch of tourism. Input data necessary for the gap analysis have been gained by force of a primary field-research with the help of a quantitative research via questionnaire. The results of Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score that for the examined hotel reached the value of −0.07. This shows that the discrepancy between expectations and perceptions of the hotel guests is minimal. However, the calculation of this score would be of a higher importance if we wanted to compare more accommodation facilities mutually or possibly to follow the development of this index in time.https://acta.mendelu.cz/60/2/0307/quality managementservqualgap analysishotel industrycustomer satisfaction
collection DOAJ
language English
format Article
sources DOAJ
author Kateřina Ryglová
Ida Vajčnerová
Jakub Šácha
spellingShingle Kateřina Ryglová
Ida Vajčnerová
Jakub Šácha
Servqual potential for quality management in hotel services
Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
quality management
servqual
gap analysis
hotel industry
customer satisfaction
author_facet Kateřina Ryglová
Ida Vajčnerová
Jakub Šácha
author_sort Kateřina Ryglová
title Servqual potential for quality management in hotel services
title_short Servqual potential for quality management in hotel services
title_full Servqual potential for quality management in hotel services
title_fullStr Servqual potential for quality management in hotel services
title_full_unstemmed Servqual potential for quality management in hotel services
title_sort servqual potential for quality management in hotel services
publisher Mendel University Press
series Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
issn 1211-8516
2464-8310
publishDate 2012-01-01
description The aim of the paper is to present possibilities and specifications of using the Servqual method in service quality management in hotel industry. The Servqual method works on the definition of five dimensions of a service quality: tangibles, reliability, responsiveness, assurance and empathy. It is based on so called Gap analysis that crucially comes out of the discrepancy between a customer’s expectation and perception. Demonstrating the practical application of Servqual in hotel business is also a part of the paper, as well as verifying possibilities of customer satisfaction quantification with the help of the Gap model, evaluating general applicability and presenting suggestions for possible adaptations and further utilization in the branch of tourism. Input data necessary for the gap analysis have been gained by force of a primary field-research with the help of a quantitative research via questionnaire. The results of Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score that for the examined hotel reached the value of −0.07. This shows that the discrepancy between expectations and perceptions of the hotel guests is minimal. However, the calculation of this score would be of a higher importance if we wanted to compare more accommodation facilities mutually or possibly to follow the development of this index in time.
topic quality management
servqual
gap analysis
hotel industry
customer satisfaction
url https://acta.mendelu.cz/60/2/0307/
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