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RENTQUAL: a new measurement scale for car rental services

Erdogan H. Ekiz ; Department of Tourism and Hospitality, I-Shou University, Dashu, Taiwan, R.O.C.
Ali Bavik ; School of Tourism and Hotel Management, Eastern Mediterranean University, Turkish Republic North Cyprus
Huseyin Arasli ; Department of Tourism, University of Otago, Dunedin, New Zealand

Puni tekst: engleski, pdf (192 KB) str. 135-153 preuzimanja: 1.065* citiraj
APA 6th Edition
Ekiz, E.H., Bavik, A. i Arasli, H. (2009). RENTQUAL: a new measurement scale for car rental services. Tourism: An International Interdisciplinary Journal, 57 (2), 135-153. Preuzeto s https://hrcak.srce.hr/52948
MLA 8th Edition
Ekiz, Erdogan H., et al. "RENTQUAL: a new measurement scale for car rental services." Tourism: An International Interdisciplinary Journal, vol. 57, br. 2, 2009, str. 135-153. https://hrcak.srce.hr/52948. Citirano 08.08.2020.
Chicago 17th Edition
Ekiz, Erdogan H., Ali Bavik i Huseyin Arasli. "RENTQUAL: a new measurement scale for car rental services." Tourism: An International Interdisciplinary Journal 57, br. 2 (2009): 135-153. https://hrcak.srce.hr/52948
Harvard
Ekiz, E.H., Bavik, A., i Arasli, H. (2009). 'RENTQUAL: a new measurement scale for car rental services', Tourism: An International Interdisciplinary Journal, 57(2), str. 135-153. Preuzeto s: https://hrcak.srce.hr/52948 (Datum pristupa: 08.08.2020.)
Vancouver
Ekiz EH, Bavik A, Arasli H. RENTQUAL: a new measurement scale for car rental services. Tourism: An International Interdisciplinary Journal [Internet]. 2009 [pristupljeno 08.08.2020.];57(2):135-153. Dostupno na: https://hrcak.srce.hr/52948
IEEE
E.H. Ekiz, A. Bavik i H. Arasli, "RENTQUAL: a new measurement scale for car rental services", Tourism: An International Interdisciplinary Journal, vol.57, br. 2, str. 135-153, 2009. [Online]. Dostupno na: https://hrcak.srce.hr/52948. [Citirano: 08.08.2020.]

Sažetak
Service quality perception is one of the key determinants of customer satisfaction and repeat purchase. As such, it has received considerable attention in the marketing literature. Quality issues in the car rental industry, however, have received less attention. Furthermore, there is lack of a scale developed to measure service quality in car rental services. This paper aims to develop a measurement scale in accordance with the procedure recommended by Churchill (1979) and Parasuraman, Zeithaml, and Berry (1988). Empirical studies were conducted in two waves. First, qualitative research was undertaken in the form of 23 in-depth interviews that produced 61 items describing tourists’ perceptions. Then, a quantitative study was used to purify the scale items and to examine dimensionality, reliability, factor structure and validity. Finally, an 18-item RENTQUAL scale with the following six factors emerged: comfort, delivery, safety, handing over, ergonomics and accessibility. Results show that safety is the most important factor in car rental services. Paper also presents scale development procedure, discussion, implications and limitations.

Ključne riječi
car rental services; perceived service quality; scale development; RENTQUAL; North Cyprus

Hrčak ID: 52948

URI
https://hrcak.srce.hr/52948

Posjeta: 1.436 *