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
Publication date:
10.10.2011.
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