IDEAS home Printed from https://ideas.repec.org/a/mup/actaun/actaun_2012060020307.html
   My bibliography  Save this article

Servqual potential for quality management in hotel services

Author

Listed:
  • Kateřina Ryglová

    (Ústav marketingu a obchodu, Mendelova univerzita v Brně, Zemědělská 1, 613 00 Brno, Česká republika)

  • Ida Vajčnerová

    (Ústav marketingu a obchodu, Mendelova univerzita v Brně, Zemědělská 1, 613 00 Brno, Česká republika)

  • Jakub Šácha

    (Ústav statistiky a operačního výzkumu, Mendelova univerzita v Brně, Zemědělská 1, 613 00 Brno, Česká republika)

Abstract

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.

Suggested Citation

  • Kateřina Ryglová & Ida Vajčnerová & Jakub Šácha, 2012. "Servqual potential for quality management in hotel services," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 60(2), pages 307-314.
    • Handle: RePEc:mup:actaun:actaun_2012060020307
    DOI: 10.11118/actaun201260020307
    as

    Download full text from publisher

    File URL: http://acta.mendelu.cz/doi/10.11118/actaun201260020307.html
    Download Restriction: free of charge
    File URL: http://acta.mendelu.cz/doi/10.11118/actaun201260020307.pdf
    Download Restriction: free of charge
    File URL: https://libkey.io/10.11118/actaun201260020307?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:mup:actaun:actaun_2012060020307. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ivo Andrle (email available below). General contact details of provider: https://mendelu.cz/en/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.