publication . Article . 2013

Approaches to quality management in hotel industry.

Kateřina Ryglová; Ida Vajčnerová; Jakub Šácha;
Open Access English
  • Published: 01 Jan 2013 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 specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. Demonstrating the practical application of Servqual in selected hotels in the Czech Republic is also a part of the paper. Input data have been gained by force of a primary field-research with the help of a quantitative research via questionnaires and deep interviews. The results of the Servqual score for individual dimensions of service quality have also been used to calculate a tota...
Subjects
free text keywords: quality management, tourism, customer satisfaction, hotel industry, servqual, Agriculture, S, Biology (General), QH301-705.5, General Agricultural and Biological Sciences, Process management, Benchmarking, Service quality, Hospitality management studies, Economics, Hospitality industry, business.industry, business
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