IDEAS home Printed from https://ideas.repec.org/a/avo/emipdu/v16y2007i1p81-98.html
   My bibliography  Save this article

Concepts Of Service Quality Measurement In Hotel Industry

Author

Listed:
  • Jasmina Grzinic

    (University Jurja Dobrile in Pula)

Abstract

The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. The concept and the conceptual model of service quality is indispensable if we wish to understand the genesis of service quality and potential gaps in quality. The aim of this paper is to show the importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. The paper describes the most common criteria for measuring service quality, namely the model of internal service quality and the SERVQUAL model. The shown results are those of quantitative and qualitative application of such models in hotels.

Suggested Citation

  • Jasmina Grzinic, 2007. "Concepts Of Service Quality Measurement In Hotel Industry," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 16(1), pages 81-98, june.
    • Handle: RePEc:avo:emipdu:v:16:y:2007:i:1:p:81-98
    as

    Download full text from publisher

    File URL: https://hrcak.srce.hr/index.php/clanak/24337
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Bernadine anak James & Nor Rima Muhamad Ariff & Mohd Shahir Mohamad Yusof, 2024. "Passenger Satisfaction with Service Quality of KTM Komuter Stations at Klang Valley," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(11), pages 1952-1968, November.

    More about this item

    Keywords

    Quality; Service; Hotel industry; Measurement criteria;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:avo:emipdu:v:16:y:2007:i:1:p:81-98. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Nebojsa Stojcic (email available below). General contact details of provider: https://edirc.repec.org/data/oedubhr.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.