Expected service quality measurement in tourism higher education

Abstract

This paper starts with background theory and the outlines the results of an exploratory study conducted on students at the Faculty of Tourism and Hospitality Management in Opatija (Croatia). The aims of the study are to: (1) provide a brief review of the existing tools for measuring students' experience, (2) assess students' expectations of service quality in tourism higher education, (3) test the reliability of a modified SERVQUAL scale, (5) establish the number of dimensions of service quality in tourism higher education. This study has contributed to knowledge about the service quality construct in tourism higher education in Croatia by refining and developing the SERVQUAL scale.

Keywords

storitve;kvaliteta;statistična analiza;analiza;visoko šolstvo;Hrvaška;

Data

Language:	English
Year of publishing:	2006
Typology:	1.02 - Review Article
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	Društvo ekonomistov Maribor
UDC:	658.562:378(497.5)
COBISS:	8559388
ISSN:	0547-3101
Parent publication:	Naše gospodarstvo
Views:	808
Downloads:	23
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	Slovenian
Secondary title:	Merjenje pričakovane kakovosti storitev visokega izobraževanja v turizmu
Secondary abstract:	Članek začnemo s pregledom relevantne teorije in potem predstavimo rezultate raziskovalne študije, ki je zajela študente Fakultete za turistični in hotelski menedžment v Opatiji (Hrvaška). Cilji študije so: (1) predstaviti kratek pregled obstoječih orodij/metod za merjenje izkušenj študentov, (2) oceniti študentska pričakovanja o kakovosti storitev visokega izobraževanja v turizmu, (3) preizkusiti zanesljivost prilagojene lestvice SERVQUAL, (4) ugotoviti število dimenzij kakovosti storitev visokega izobraževanja v turizmu. Študija je razvila in izpopolnila lestvico SERVQUAL in tako prispevala k razumevanju koncepta kakovosti storitev visokega izobraževanja v turizmu na Hrvaškem.
Secondary keywords:	storitve;kvaliteta;statistična analiza;analiza;visoko šolstvo;Hrvaška;
URN:	URN:NBN:SI
Type (COBISS):	Not categorized
Pages:	str. 86-95
Volume:	ǂLetn. ǂ52
Issue:	ǂšt. ǂ1/2
Chronology:	2006
ID:	1741146