RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT

Authors

  • Ivana BLEŠIĆ University of Novi Sad, Serbia
  • Andjelija IVKOV-DŽIGURSKI University of Novi Sad, Serbia
  • Uglješa STANKOV University of Novi Sad, Serbia
  • Igor STAMENKOVIĆ University of Novi Sad, Serbia
  • Milan Bradić University of Novi Sad, Serbia

DOI:

https://doi.org/10.4316/rdt.11.63

Keywords:

Service quality, Spa hotels, Satisfaction, SERVQUAL

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: Vrnjačka 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.

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Published

19-06-2011

Issue

Vol. 0 No. 11 (2011)

Section

Articles

License

Revista de Turism: Studii si Cercetari in Turism (RDT) is an open access scholarly journal that allows free access to its content (articles, issues). RDT is available online to the readers without financial, legal, or technical barriers (no publication charges), based on the theory to keep an article's content intact. Authors can use Creative Commons licenses to specify usage rights of articles. Copyright of articles belong to authors.

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This work is licensed under a Creative Commons Attribution License 4.0.