Original scientific paper

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 ; Faculty of Economics and Business, Maribor
Boris SNOJ ; Faculty of Economics and Business, Maribor
Aleksandra PISNIK KORDA ; Faculty of Economics and Business, Maribor

Abstract

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.

Keywords

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

Hrčak ID:

72433

URI

https://hrcak.srce.hr/72433

Publication date:

10.10.2011.

Article data in other languages: croatian german

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