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Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry

Author

Listed:
  • Suzana Marković

    (University of Rijeka, Faculty of Tourism and Hospitality Management)

  • Sanja Raspor Janković

    (University of Rijeka, Polytechnic of Rijeka)

Abstract

Purpose – Transforming experiences is in this paper approached as a destination choice process for adventure tourists. This study seeks to explain conditions that support place identity and place dependence development in Tanzania. The study proposes a testable destination choice model of international visitors to Tanzania. Design/Methodology/Approach – The proposed order of the model is that perceived constraints and satisfaction depend on expectation and travel motivation and that these two may further predict place identity and place dependence. These measures capture our research questions. Visiting tourists to Tanzania were confronted at airport. During August and September of 2010, 700 filled questionnaires were gathered and 504 was usable for further analysis. Final questionnaires were analyzed using SPSS and SEM (AMOS). Main results – The findings support that tourism policymakers and other stakeholders may consider tourists’ behaviors, such as expectations, motivations, perceived constraints and satisfaction with place identity, to be related to destination attachment. Originality of the research – The paper strengthens several theoretical arguments. First, indicating the amalgamation of different tourists’ behaviors formed in a path-dependent order. One stage is planning the travel, another is during their stay and finally when building their attachment. Furthermore, attachment relate to future choices.ved hotel service quality dimensions in relation to customer satisfaction, reporting the findings from Croatia. Therefore, it contributes to the existing literature on service quality and customer satisfaction relationship in hotel industry.

Suggested Citation

  • Suzana Marković & Sanja Raspor Janković, 2013. "Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 19(2), pages 149-164, December.
    • Handle: RePEc:tho:journl:v:19:y:2013:n:2:p:149-164
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    Citations

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    Cited by:

    1. Suzana Markovic & Jelena Kljaic Šebrek, 2020. "Service Quality Measurement in Rural Tourism: Application of RURALQUAL Model," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 13(2), pages 215-227.
    2. Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
    3. Jelena Kljaic Šebrek & Suzana Markovic & Iva Valcic, 2020. "Comparative Evaluation of Service Quality Perceptions in Rural Tourism Among Different Tourist Groups," MIC 2020: The 20th Management International Conference,, University of Primorska Press.
    4. Murali, S. & Pugazhendhi, S. & Muralidharan, C., 2016. "Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 67-83.
    5. Siti Falindah Padlee Author-Email: siti.falindah@umt.edu.my & Cheong Yun Thaw & Siti Nur 'Atikah Zulkiffli, 2019. "The relationship between service quality, customer satisfaction and behavioural intentions," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 25(1), pages 121-139, May.
    6. Suzana Markoviæ & Jelena Kljaiæ Šebrek, 2020. "Service Quality Measurement in Rural Tourism: Application of RURALQUAL Model," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 13(2), pages 215-227.
    7. Arbelo-Pérez, Marta & Arbelo, Antonio & Pérez-Gómez, Pilar, 2017. "Impact of quality on estimations of hotel efficiency," Tourism Management, Elsevier, vol. 61(C), pages 200-208.
    8. Robert Kosova & Valentina Sinaj, 2020. "Service Quality And Hotel Customer Satisfaction: A Case Study From Durres, Albania," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 6, pages 5-11, December.

    More about this item

    Keywords

    service quality; customer satisfaction; SERVQUAL; statistical analysis; hotel industry; Croatia;
    All these keywords.

    JEL classification:

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

    Statistics

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