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.
Highlights
Providing high quality services and maintaining customers’ satisfaction are important factors that increase competitiveness and lead to the business success (Anderson et al, 1997; Parasuraman, 2002)
What is more, existing studies have not compared expected and perceived service quality in Croatian and Slovenian hotel industry in such an extent as it was done in present research
Note: a study conducted in Croatia; b study conducted in Slovenia
Summary
Providing high quality services and maintaining customers’ satisfaction are important factors that increase competitiveness and lead to the business success (Anderson et al, 1997; Parasuraman, 2002). A literature review indicates that studies related to hotel service quality in South Central Europe are rather limited (Snoj and Mumel, 2002; Marković, 2003; Marković and Raspor, 2010). What is more, existing studies have not compared expected and perceived service quality in Croatian and Slovenian hotel industry in such an extent as it was done in present research. The present research aims to contribute to the existing literature in this field. The focus point of this research was guests’ expectations and perceptions of service quality in Croatian and Slovenian hotel industry. The specific aims were to assess the level of guests’ expectations and perceptions, to identify main factors of expected and perceived service quality and to determine potential differences between Croatian and Slovenian hotels
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