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https://doi.org/10.1080/1331677X.2014.967537

An importance-performance analysis of service quality in spa hotels

Ivana Blešić
Jovanka Popov-Raljić
Lenko Uravić
Uglješa Stankov
Lukrecija Đeri
Milana Pantelić
Tanja Armenski


Puni tekst: engleski pdf 454 Kb

str. 483-495

preuzimanja: 1.055

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Sažetak

This paper identifies the results of a questionnaire designed to measure service quality in spa hotels in the Republic of Serbia. Service quality was measured with a model based on the original SERVQUAL model. Due to the fact that many previous research papers have shown that SERVQUAL is insufficient to identify and measure all determinants of service quality in hospitality, the original SERVQUAL model has been slightly changed. Namely, this modified version of SERVQUAL was adjusted to measure a large number of tangible and intangible elements of the service quality in spa hotels. Based on the research results, seven dimensions of the service quality were identified: assurance, food and benefits, empathy, entertainment, recreation facilities and wellness, responsiveness and reliability. After applying the modified SERVQUAL model, an Importance – Performance Analysis (IPA) was performed. By
using an Importance – Performance Analysis (IPA), this paper examines the efficiency of hotel resources allocation and the possibility of designing management strategies to improve the quality of hotel service.

Ključne riječi

SERVQUAL; IPA; spa hotels

Hrčak ID:

171340

URI

https://hrcak.srce.hr/171340

Datum izdavanja:

20.12.2014.

Posjeta: 2.014 *