Izvorni znanstveni članak

https://doi.org/10.5559/di.20.3.01

MEASUREMENT OF PERCEIVED QUALITY, PERCEIVED VALUE, IMAGE, AND SATISFACTION INTERRELATIONS OF HOTEL SERVICES: COMPARISON OF TOURISTS FROM SLOVENIA AND ITALY

MILFELNER Borut ; Ekonomsko-poslovni fakultet, Maribor
Boris SNOJ ; Ekonomsko-poslovni fakultet, Maribor
Aleksandra PISNIK KORDA ; Ekonomsko-poslovni fakultet, Maribor

Sažetak

In the present paper, first the conceptual model of
perceived value concept as a mediating variable in tourist
perceptions of hotel services is presented and afterwards
tested with structural equation modelling. The study reveals
that: (a) the relationship between perceived hotel quality
and perceived value is strong and positive; (b) the relationship
between hotel quality and guest satisfaction
is not direct, but rather indirect through the perceived
value; (c) hotel image is significantly positively related to
perceived value and perceived hotel quality; and
(d) perceived value strongly impacts hotel guest satisfaction.
Further, invariance analysis shows that no
significant differences exist in relationships among
perceived quality, image, perceived value and
satisfaction between tourists from Slovenia and tourists
from Italy.

Ključne riječi

perceived value; perceived quality; image; hotel guest satisfaction; invariance

Hrčak ID:

72433

URI

https://hrcak.srce.hr/72433

Datum izdavanja:

10.10.2011.

Podaci na drugim jezicima: hrvatski njemački

Posjeta: 27.104 *