| VRSTA GRADIVA | analitična raven (sestavni del), tekstovno gradivo, tiskano, 1.01 - izvirni znanstveni članek |
| DRŽAVA IZIDA | Slovenija |
| LETO IZIDA | 2010 |
| JEZIK BESEDILA/IZVIRNIKA | angleški |
| PISAVA | latinica |
| AVTOR | Marković, Suzana - avtor |
| ODGOVORNOST | Raspor, Sanja - avtor |
| NASLOV | Measuring perceived service quality using SERVQUAL : ǂa ǂcase study of the Croatian hotel industry |
| V PUBLIKACIJI | Management. - ISSN 1854-4223.. - ǂLeto ǂ5, ǂšt. ǂ3 (jesen 2010), str. 195-209. |
| KRATKA VSEBINA | Namen raziskave je ugotoviti, kako kakovostne se odjemalcem zdijo storitve v hrvaških hotelih; cilj je oceniti zaznano kakovost hotelskih storitev in ugotoviti njeno faktorsko strukturo. Za oceno zaznane kakovosti storitev domačih in tujih turistov je bil uporabljen modificirani model servqual. Podatki so bili zbrani s pomočjo anketnega vprašalnika v petnajstih hotelih na opatijski rivijeri; opravljene so bile deskriptivna analiza, eksploratorna faktorska analiza inanaliza znesljivosti. Rezultati raziskave kažejo na dokaj visoko stopnjo zadovoljstva hotelskih gostov s kakovostjo storitev. Gostje so predvsem pohvalili "zanesljivost", "ljubeznivost in strokovnost zaposlenih", "dostopnost" in "materialne dokaze". Rezultati kvantitativne raziskave zaznane kakovosti storitev lahko dajo informacije o tem, kako odjemalci ocenjujejo kakovost storitev v določenem hotelu, zato se lahko managerji hotelov nanje oprejo, kadar želijo izboljšati glavne parametre kakovosti ter povečati kakovost storitev in poslovno uspešnost. // The purpose of thestudy is to examine customers' perceptions of service quality in the Croatian hotel industry. The aim is to assess the perceived service qualityof hotel attributes and to determine the factor structure of service quality perception. A modified servqual scale was used to assess service quality perceptions from the perspective of domestic and international tourists. Data were collected in 15 hotels in the Opatija Riviera (Croatia), using a self-administered questionnaire. Descriptive statisticalanalysis, exploratory factor analysis and reliability analysis were conducted. The study results indicate the rather high expectations of hotelguests regarding service quality. 'Reliability', 'empathy and competence ofstaff', 'accessibility' and 'tangibles' are the key factors that best explained customers' expectations of hotel service quality. The results of the quantitative assessment of perceived service quality may provide some insights on how customers rate the service quality of a particular hotel. Thus, the findings can be used as a guide for hotel managers to improve thecrucial quality attributes and enhance service quality and business performance. |
| OPOMBE | Bibliografija: str. 206-209 // Povzetek |
| ELEKTRONLOKACIJA/DOSTOP | Dostopno tudi na: http://www.fm-kp.si/zalozba/ISSN/1854-4231/5_195-209.pdf |
| PREDMETNE OZNAKE | // Hrvaška // hotelirstvo // hoteli // storitve // kvaliteta // merjenje // anketiranje |
| UDK | 338.488.2:005.336.3(497.5), 005.336.3:640.41(497.5) |