Measuring service quality in hospitality on the basis of user perceptions: a case study of Palić
Measuring service quality in hospitality on the basis of user perceptions: a case study of Palić
Autori:
Izdanje: SITCON 2016 - Singidunum International Tourism Conference
DOI: 10.15308/Sitcon-2016-108-115
Oblast: Tourism
Stranice: 108-115
Apstrakt:
Taking into account the basic characteristics and peculiarities of the service
sector, and the importance of hotel business as a tourism industry segment,
the paper presents research results of measuring the quality of services in the
hotel industry in the area of tourism facilities, based on the perceived customer
satisfaction, through the methods of SERVQUAL. Hotel services are the crucial
tourism segment, which is becoming dominant in defining the values in
economic and public life and its development, and is based on the needs of
consumers to meet their needs for rest, recreation, adventure, improving health
status, religion, education, business arrangements etc. The quality of service
is the basic measure of consumer satisfaction or dissatisfaction. This research
aims to analyze the perceived value of services offered and expectations of the
impact on the perceived quality. Empirical research was conducted in the area
of the tourist complex Palić.
sector, and the importance of hotel business as a tourism industry segment,
the paper presents research results of measuring the quality of services in the
hotel industry in the area of tourism facilities, based on the perceived customer
satisfaction, through the methods of SERVQUAL. Hotel services are the crucial
tourism segment, which is becoming dominant in defining the values in
economic and public life and its development, and is based on the needs of
consumers to meet their needs for rest, recreation, adventure, improving health
status, religion, education, business arrangements etc. The quality of service
is the basic measure of consumer satisfaction or dissatisfaction. This research
aims to analyze the perceived value of services offered and expectations of the
impact on the perceived quality. Empirical research was conducted in the area
of the tourist complex Palić.
Ključne reči: expectations, hotel services, model, quality perception
Priložene datoteke:
- 108-115 ( veličina: 407,47 KB, broj pregleda: 858 )
Kategorije objave:
Radovi na konferenciji SITCON 2016, Beograd, Serbija
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BibTeX format
@article{article,
author = {D. Vojinović, L. Vladušić and M. Mirković},
title = {Measuring service quality in hospitality on the basis of user perceptions: a case study of Palić},
journal = {SITCON 2016 - Singidunum International Tourism Conference},
year = 2016,
pages = {108-115},
doi = {10.15308/Sitcon-2016-108-115}
}
RT Conference Proceedings A1 Dragan Vojinović A1 Ljubiša Vladušić A1 Milena Mirković T1 Measuring service quality in hospitality on the basis of user perceptions: a case study of Palić AD Univerzitet Singidunum, Beograd, Beograd, Srbija YR 2016 NO doi: 10.15308/Sitcon-2016-108-115
D. Vojinović, L. Vladušić and M. Mirković, Measuring service quality in hospitality on the basis of user perceptions: a case study of Palić, Univerzitet Singidunum, Beograd, 2016, doi:10.15308/Sitcon-2016-108-115