Borut Milfelner (Author), Damijan Mumel (Author), Aleksandra Pisnik Korda (Author)

Abstract

V prispevku je predstavljen model povezav med naslednjimi koncepti: podoba hotela, njegova zaznana kakovost, zaznana vrednost in zadovoljstvo njegovih gostov. Model je bil preverjen na vzorcu 1020 turistov v Sloveniji. Rezultati empiričnega preverjanja kažejo, (a) da je neposredni vpliv zaznane kakovosti hotela na zadovoljstvo njegovih gostov zelo šibak in (b) da zaznana kakovost hotela in njegova podoba vplivata na zadovoljstvo gostov posredno, prek zaznane vrednosti hotela. Ta povezava kaže na pomembnost zaznane vrednosti hotela kot mediacijske spremenljivke v modelih, ki pojasnjujejo zaznavanje storitev.

Keywords

kvaliteta;hotelirstvo;zadovoljstvo;

Data

Language: Slovenian
Year of publishing:
Typology: 1.01 - Original Scientific Article
Organization: UM EPF - Faculty of Economics and Business
Publisher: Društvo ekonomistov Maribor
UDC: 659.126:005.336.3:640.4
COBISS: 10446108 Link will open in a new window
ISSN: 0547-3101
Parent publication: Naše gospodarstvo
Views: 635
Downloads: 47
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Other data

Secondary language: English
Secondary title: Does hotel image and perceived service quality create hotel guests satisfaction?
Secondary abstract: In the present paper the conceptual model of relationships between hotel image, hotel quality, perceived value and guest satisfaction was developed and tested on the sample of 1020 tourists in Slovenia. Results of the empirical research suggest that the impact of perceived quality on guest satisfaction is very weak. However perceived quality as well as image impact guest satisfaction indirectly through perceived value. This indicates the importance of perceived value as mediating variable in service perception models.
URN: URN:NBN:SI
Type (COBISS): Not categorized
Pages: str. 36-43
Volume: ǂLetn. ǂ56
Issue: ǂšt. ǂ5/6
Chronology: 2010
ID: 1729833