A study of expected and perceived service quality in Croatian and Slovenian hotel industry

12Citations
Citations of this article
43Readers
Mendeley users who have this article in their library.

Abstract

The main purpose of present research is the comparison of guests' expectations and perceptions of service quality in Croatian and Slovenian hotels. In order to measure hotel guests' expectations and perceptions modified SERVQUAL model was developed. The questionnaire was designed in accordance with researches conducted by Parasuraman et al. (1988), Zeithaml et al. (1990), Snoj and Ogorelc (1998), Pizam and Ellis (1999) and Marković (2003). The questionnaire was divided in three parts: measurement of expected service quality, measurement of perceived service quality and demographic questions. Data were collected in hotel settings in Opatija Riviera (Croatia) and Slovenia's coastal region. A total of 253 (Croatian sample) and 172 (Slovenian sample) completed and usable questionnaires were gathered. Data were analyzed using descriptive statistics, independent samples t-test, exploratory factor analysis and reliability analysis. The conducted statistical analysis revealed similarities in both surveys. The research results identified high level of guests' expectations and perceptions regarding the hotel service quality, and importance of intangible aspects of hotel service. © 2013 International University College. All rights reserved.

Cite

CITATION STYLE

APA

Marković, S., Raspor, S., Ivankovič, G., & Planinc, T. (2013). A study of expected and perceived service quality in Croatian and Slovenian hotel industry. European Journal of Tourism Research, 6(1), 36–52. https://doi.org/10.54055/ejtr.v6i1.115

Register to see more suggestions

Mendeley helps you to discover research relevant for your work.

Already have an account?

Save time finding and organizing research with Mendeley

Sign up for free