Review article
Service quality management in health tourism sector: An exploratory study
Suzana Marković
orcid.org/0000-0001-7035-1293
; University of Rijeka, Faculty of Tourism and Hospitality Management, Opatija, Croatia
Jasna Horvat
orcid.org/0000-0001-9665-1470
; Josip Juraj Strossmayer University of Osijek, Faculty of Economics in Osijek, Osijek, Croatia
Sanja Raspor
Abstract
The research has examined the SERVQUAL instrument as a possible
measure to assist managers and researchers in evaluating service quality. The SERVQUAL instrument can serve as a useful indicator for managers in health tourism sector attempting to identify areas of needed service improvement and to researchers seeking a success
measure of health tourism services.
The purpose of the study is to provide a short theoretical and methodological review of the existing tools for measuring service quality, and to testing an adapted version of SERVQUAL instrument
in health tourism sector. The aim of the present research is the descriptive and multivariate statistical analysis of a SERVQUAL scale adjusted for health tourism sector.
The final section of the study is devoted to developing and proposing new directions for future service quality management and measurement.
Keywords
service quality; SERVQUAL; factor analysis; reliability analysis; health tourism
Hrčak ID:
199850
URI
Publication date:
15.11.2005.
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