publication . Article . 2012

Servqual potential for quality management in hotel services

Kateřina Ryglová; Ida Vajčnerová; Jakub Šácha;
Open Access English
  • Published: 01 Jan 2012 Journal: Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis (issn: 1211-8516, eissn: 2464-8310, Copyright policy)
  • Publisher: Mendel University Press
Abstract
<jats:p>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, assurance and empathy. It is based on so called Gap analysis that crucially comes out of the discrepancy between a customer’s expectation and perception. Demonstrating the practical application of Servqual in hotel business is also a part of the paper, as well as verifying possibilities of customer satisfaction quantification with the help of the Gap model, evaluating general applicabilit...
Subjects
free text keywords: quality management, servqual, gap analysis, hotel industry, customer satisfaction, Agriculture, S, Biology (General), QH301-705.5, General Agricultural and Biological Sciences, Tourism, Perception, media_common.quotation_subject, media_common, Marketing, Service quality, Knowledge management, business.industry, business, Agronomy, Empathy, Economics, Hospitality industry
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