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Research Of Expected And Perceived Service Quality In Hotel Management

Author

Listed:
  • 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)

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.

Suggested Citation

  • Ivana BLEŠIÆ & Andjelija IVKOV-DŽIGURSKI & Uglješa STANKOV & Igor STAMENKOVIÆ & Milan Bradiæ, 2011. "Research Of Expected And Perceived Service Quality In Hotel Management," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 11(11), pages 6-14, December.
    • Handle: RePEc:scm:rdtusv:v:11:y:2011:i:11:p:6-14
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    References listed on IDEAS

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    1. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
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    Cited by:

    1. Olimpia I. BAN & Ioana T. MESTER, 2014. "Using Kano Two Dimensional Service Quality Classification And Characteristic Analysis From The Perspective Of Hotels' Clients Of Oradea," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 18(18), pages 30-36, December.
    2. Guo, Yue & Barnes, Stuart J. & Jia, Qiong, 2017. "Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation," Tourism Management, Elsevier, vol. 59(C), pages 467-483.

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