RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT

Ivana Blešiæ, Andjelija Ivkov-Džigurski, Uglješa Stankov, Igor Stamenkoviæ and Milan Bradiæ
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Ivana Blešiæ: University of Novi Sad, Serbia
Andjelija Ivkov-Džigurski: University of Novi Sad, Serbia
Uglješa Stankov: University of Novi Sad, Serbia
Igor Stamenkoviæ: University of Novi Sad, Serbia
Milan Bradiæ: University of Novi Sad, Serbia

Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, 2011, vol. 11, issue 11, 6-14

Abstract: 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: Vrnjaèka 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.

Keywords: Service quality; Spa hotels; Satisfaction; SERVQUAL. (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:scm:rdtusv:v:11:y:2011:i:11:p:6-14

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