Concepts of Service Quality Measurement in Hotel Industry
Dr. sc. Jasmina Gržinić
Assistant Professor Department of Economics and Tourism «Dr. Mijo Mirkovic» University Jurja Dobrile in Pula
CONCEPTS OF SERVICE QUALITY MEASUREMENT IN HOTEL INDUSTRY
UDK / UDC: 640.41(658.562) JEL klasifikacija / JEL classification: L83 Stručni rad / Professional paper Primljeno / Received: 31. svibnja 2007. / May 31, 2007 Prihvaćeno za tisak / Accepted for publishing: 03. srpnja 2007. / July 03, 2007 Summary 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. Key words: Quality, Service, Hotel industry, Measurement criteria
81
EKON. MISAO PRAKSA DBK. GOD XVI. (2007) BR. 1. (81-98)
Gržinić, J.: CONCEPTS OF SERVICE...
1.
INTRODUCTION
The domination of the service sector today is confirmed by the fact that 70% of the world GDP is realized in the service sector. The same sector sees the concentration of 70% of workforce. In order to ensure and keep the quality expected by today’s customer/tourist, we need to differentiate two aspects of quality in general with particular attention to tourism, namely: design quality and the quality of conformity with design. 1 The design quality is a concept implying the
Assistant Professor Department of Economics and Tourism «Dr. Mijo Mirkovic» University Jurja Dobrile in Pula
CONCEPTS OF SERVICE QUALITY MEASUREMENT IN HOTEL INDUSTRY
UDK / UDC: 640.41(658.562) JEL klasifikacija / JEL classification: L83 Stručni rad / Professional paper Primljeno / Received: 31. svibnja 2007. / May 31, 2007 Prihvaćeno za tisak / Accepted for publishing: 03. srpnja 2007. / July 03, 2007 Summary 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. Key words: Quality, Service, Hotel industry, Measurement criteria
81
EKON. MISAO PRAKSA DBK. GOD XVI. (2007) BR. 1. (81-98)
Gržinić, J.: CONCEPTS OF SERVICE...
1.
INTRODUCTION
The domination of the service sector today is confirmed by the fact that 70% of the world GDP is realized in the service sector. The same sector sees the concentration of 70% of workforce. In order to ensure and keep the quality expected by today’s customer/tourist, we need to differentiate two aspects of quality in general with particular attention to tourism, namely: design quality and the quality of conformity with design. 1 The design quality is a concept implying the