Stručni rad

CONCEPTS OF SERVICE QUALITY MEASUREMENT IN HOTEL INDUSTRY

Jasmina Gržinić

Sažetak

The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. The concept and the conceptual model of service quality is indispensable if we wish to understand the genesis of service quality and potential gaps in quality. The aim of this paper is to show the importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. The paper describes the most common criteria for measuring service quality, namely the model of internal service quality and the SERVQUAL model. The shown results are those of quantitative and qualitative application of such models in hotels.

Ključne riječi

Quality; Service; Hotel industry; Measurement criteria

Hrčak ID:

16088

URI

https://hrcak.srce.hr/16088

Datum izdavanja:

19.7.2007.

Podaci na drugim jezicima: hrvatski

Posjeta: 111.743 *