Pregledni rad

MEASURING SERVICE QUALITY IN HEALTH TOURISM

Tomislav Madžar ; Medicinski fakultet Sveučilišta u Zagrebu
Tonći Lazibat ; Ekonomski fakultet Sveučilišta u Zagrebu
Josip Mikulić ; Ekonomski fakultet Sveučilišta u Zagrebu

Sažetak

This paper explores the concept of service quality management in the case of health tourism. Since this specific form of tourism has large potentials for development in the Republic of Croatia, exploring ways of its further development represents an important research question. The paper deals with the concept of measuring service quality first by
means of presenting some of the theoretical models that have established themselves as the most popular and most useful models. Next, the paper briefly analyses the terms and trends in health tourism while giving special attention to medical tourism as the most dynamic and the most famous form of health tourism. The analysis of trends in health tourism is made on the international and Croatian level. After this, an analysis of potentials for measuring service quality in health tourism is undertaken. The analysis encompasses
the choice of proper methodology together with exploring the potential benefits that can be accomplished by using this methodology. The results of the paper represent a significant
contribution to the theory and practice of managing service quality. The practical contribution is based on the enormous economic potential that raising the level of quality in health tourism can have on the Republic of Croatia.

Ključne riječi

service quality; health tourism; medical tourism; SERVQUAL

Hrčak ID:

160395

URI

https://hrcak.srce.hr/160395

Datum izdavanja:

15.6.2016.

Podaci na drugim jezicima: hrvatski

Posjeta: 3.581 *