An investigation of the expectations and perceptions of consumers about the quality of services in the spa hotels of West Morava region

Abstract

The paper examines the concept and measurement of quality of service in the hotel sector. The results of research survey that relate to the expectations and perceptions of consumers about the quality of services in the spa hotels are represented here. The survey was conducted in five Serbian spas (West Morava region) in August and September 2008. A model for measuring the quality of services is developed based on the SERVQUAL model. Statistical methods used here are descriptive statistical analysis and analysis of variance ANOVA, which is used for analyzing whether there is a statistically significant link between the dependent variables (questions in the domain of expectations and perceptions) and the independent variables (age structure of respondents). The results may be important to the providers of hotel services and contribute to the advancement of business through the adjustment of the product to the needs of the guest

Testing expected and perceived service quality in the hotel industry

“…Pod pritiskom konkurencije, hoteli se sve više susreću s novim oblikom tržišnog nadmetanja -kvalitetom usluge. Stoga je razvijanje mera za unapređenje kvaliteta hotelskih usluga osnovni preduslov za uspešno poslovanje i opstanak na tržištu (Blešić, Romelić, & Garača, 2009). Premа diskonfirmаcijskom modelu, sа аspektа potrošаčа zаdovoljstvo ili sаtisfаkcijа je lično osećаnje zаdovoljstvа ili nezаdovoljstvа, nаstаlo kаo rezultаt poređenjа percipirаnih performаnsi hotelskog proizvodа u odnosu nа očekivаnjа.…”

Hotel spa managers' perceptions of service quality in Greece

“…Although service quality in Spa centers has been well researched, there is little comparative research in the area of Hotel Spas according to managers' perceptions of service quality they provide to guests. Some studies focused on customer's expectations and satisfaction of service quality these Hotels provide (Bastic & Gojcic, 2012;Blesic et al, 2009;Blesic et al, 2011;Blesic et al, 2014;Hsieh et al, 2008;Lo et al, 2015;Tsai et al, 2012). There are not enough studies concerning and examining the importance from Hotel Spa managers of service quality they provide in relation to their customers' satisfaction.…”