文章基本信息

标题：RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT
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作者：Blešiæ, Ivana ; Ivkov-Džigurski, Andjelija ; Stankov, Uglješa 等
期刊名称：Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism
印刷版ISSN：1844-2994
出版年度：2011
卷号：11
期号：11
页码：6-14
出版社："Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department.
摘要：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.
关键词：Service quality; Spa hotels; Satisfaction; SERVQUAL.