| Attributes | Values |
|---|
| rdf:type
| |
| Description
| - The paper presents the possibilities and specifications of using the Servqual method in managing the quality of services in hotel industry. The Servqual method comes out of the definition of five dimensions of quality service: the influence of the environment - tangibles, reliability, responsive approach -- responsiveness, assurance and empathy, and it is based on so called Gap analysis that principally comes out of the contradiction between a client's expectation and perception. Demonstrating a practical application of the Servqual in hotel industry is also a part of the paper, as well as verifying the possibility of quantifying customer satisfaction by force of the gap model, evaluating a general applicability and presenting suggestions for possible adaptations and also further utilization in the branch of tourism. Input data necessary for the Gap analysis were received by force of a primary survey (so called field-research) with the help of a quantitative research in the form of questioning. From the results of the Servqual score for individual dimensions of service quality the total weighted score was calculated - for the explored hotel it reached the value of -0, 07, which shows that the contradiction between guests' expectation and perception is minimal. Nevertheless, the calculation of this score would be of a higher importance in case we wanted to compare more accommodation facilities mutually or to follow the development of this index in time.
- The paper presents the possibilities and specifications of using the Servqual method in managing the quality of services in hotel industry. The Servqual method comes out of the definition of five dimensions of quality service: the influence of the environment - tangibles, reliability, responsive approach -- responsiveness, assurance and empathy, and it is based on so called Gap analysis that principally comes out of the contradiction between a client's expectation and perception. Demonstrating a practical application of the Servqual in hotel industry is also a part of the paper, as well as verifying the possibility of quantifying customer satisfaction by force of the gap model, evaluating a general applicability and presenting suggestions for possible adaptations and also further utilization in the branch of tourism. Input data necessary for the Gap analysis were received by force of a primary survey (so called field-research) with the help of a quantitative research in the form of questioning. From the results of the Servqual score for individual dimensions of service quality the total weighted score was calculated - for the explored hotel it reached the value of -0, 07, which shows that the contradiction between guests' expectation and perception is minimal. Nevertheless, the calculation of this score would be of a higher importance in case we wanted to compare more accommodation facilities mutually or to follow the development of this index in time. (en)
|
| Title
| - Servqual Potential for Quality Management in Hotel Services.
- Servqual Potential for Quality Management in Hotel Services. (en)
|
| skos:prefLabel
| - Servqual Potential for Quality Management in Hotel Services.
- Servqual Potential for Quality Management in Hotel Services. (en)
|
| skos:notation
| - RIV/62156489:43110/12:00185150!RIV13-MSM-43110___
|
| http://linked.open...avai/riv/aktivita
| |
| http://linked.open...avai/riv/aktivity
| |
| http://linked.open...iv/cisloPeriodika
| |
| http://linked.open...vai/riv/dodaniDat
| |
| http://linked.open...aciTvurceVysledku
| |
| http://linked.open.../riv/druhVysledku
| |
| http://linked.open...iv/duvernostUdaju
| |
| http://linked.open...titaPredkladatele
| |
| http://linked.open...dnocenehoVysledku
| |
| http://linked.open...ai/riv/idVysledku
| - RIV/62156489:43110/12:00185150
|
| http://linked.open...riv/jazykVysledku
| |
| http://linked.open.../riv/klicovaSlova
| - management kvality; hotelový průmysl; serqual, GAP analýza; spokojenost zákazníka (en)
|
| http://linked.open.../riv/klicoveSlovo
| |
| http://linked.open...odStatuVydavatele
| |
| http://linked.open...ontrolniKodProRIV
| |
| http://linked.open...i/riv/nazevZdroje
| - Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
|
| http://linked.open...in/vavai/riv/obor
| |
| http://linked.open...ichTvurcuVysledku
| |
| http://linked.open...cetTvurcuVysledku
| |
| http://linked.open...UplatneniVysledku
| |
| http://linked.open...v/svazekPeriodika
| |
| http://linked.open...iv/tvurceVysledku
| - Ryglová, Kateřina
- Vajčnerová, Ida
- Šácha, Jakub
|
| http://linked.open...n/vavai/riv/zamer
| |
| issn
| |
| number of pages
| |
| http://localhost/t...ganizacniJednotka
| |
![[RDF Data]](/fct/images/sw-rdf-blue.png)
![[cxml]](/fct/images/cxml_doc.png)
![[csv]](/fct/images/csv_doc.png)
![[text]](/fct/images/ntriples_doc.png)
![[turtle]](/fct/images/n3turtle_doc.png)
![[ld+json]](/fct/images/jsonld_doc.png)
![[rdf+json]](/fct/images/json_doc.png)
![[rdf+xml]](/fct/images/xml_doc.png)
![[atom+xml]](/fct/images/atom_doc.png)
![[html]](/fct/images/html_doc.png)