Servqual potential for quality management in hotel services

Article English OPEN
Kateřina Ryglová; Ida Vajčnerová; Jakub Šácha;
  • Publisher: Mendel University Press
  • Journal: Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis (issn: 1211-8516, eissn: 2464-8310)
  • Publisher copyright policies & self-archiving
  • Related identifiers: doi: 10.11118/actaun201260020307
  • Subject: quality management | servqual | gap analysis | hotel industry | customer satisfaction | Agriculture | S | Biology (General) | QH301-705.5

The aim of the paper is to present possibilities and specifications of using the Servqual method in service quality management in hotel industry. The Servqual method works on the definition of five dimensions of a service quality: tangibles, reliability, responsiveness,... View more
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