IDEAS home Printed from https://ideas.repec.org/a/taf/reroxx/v27y2014i1p483-495.html
   My bibliography  Save this article

An importance-performance analysis of service quality in spa hotels

Author

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

Abstract

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.

Suggested Citation

  • Ivana Blešić & Jovanka Popov-Raljić & Lenko Uravić & Uglješa Stankov & Lukrecija Đeri & Milana Pantelić & Tanja Armenski, 2014. "An importance-performance analysis of service quality in spa hotels," Economic Research-Ekonomska Istraživanja, Taylor & Francis Journals, vol. 27(1), pages 483-495, January.
    • Handle: RePEc:taf:reroxx:v:27:y:2014:i:1:p:483-495
    DOI: 10.1080/1331677X.2014.967537
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/1331677X.2014.967537
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/1331677X.2014.967537?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

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


    Cited by:

    1. Marija Bratić & Danijel Pavlović & Sanja Kovačić & Tatjana Pivac & Anđelina Marić Stanković & Miroslav D. Vujičić & Željko Anđelković, 2024. "An IPA Analysis of Tourist Perception and Satisfaction with Nisville Jazz Festival Service Quality," Sustainability, MDPI, vol. 16(22), pages 1-17, November.

    More about this item

    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:taf:reroxx:v:27:y:2014:i:1:p:483-495. 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/rero .

    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.