Measuring service quality of hotel establishments on the base of gap model with emphasis of dimension of service reliability
Measuring service quality of hotel establishments on the base of gap model with emphasis of dimension of service reliability
Author(s): Kristína Šambronská, Daniela Matušíková, Anna ŠenkováSubject(s): Economy
Published by: Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
Keywords: GAP model; service quality; accommodation establishment; questionnaire; customer satisfaction
Summary/Abstract: Tourism and its services represent a specific sphere in present society. Accommodation establishments and their services face to strong competitive environment that is a reason why they are forced to provide high quality services to distinguish from the others. To evaluate the level of quality can be used several research methods. For the purpose of this work it was exploited the GAP model which was focused on the dimension of service reliability in chosen hotel located in eastern part of Slovakia. Its services were compared in two periods in 2009 and 2012. The results of the research made by questionnaire are described in more detail in the study.
Journal: Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu
- Issue Year: 2013
- Issue No: 304
- Page Range: 274-282
- Page Count: 9
- Language: English
