Economic Themes (2010) 48 (2) 5, 201-216
Ivana Blešić, Vidoje Stefanović, Saša Kicošev
Abstract: This article presents the results of measuring the quality of hotel service based on disconfirmation model, which is one of the most common and widely used models of quality measuring of hotel services. The research was conducted during August and September of 2008 in five spas of The West Morava region. Model for measuring quality was based on SERVQUAL. Statistical methods used here are descriptive statistical analysis and analysis of variance ANOVA which showed whether there is statistically significant link between dependent variables (questions about expectations and perception) and independent variables (education structure).
Keywords: disconfirmation model; SERVQUAL; quality of hotel services
APPLICATION OF DISCONFIRMATION MODEL FOR MEASURING QUALITY OF HOTEL SERVICES
Ivana Blešić, Vidoje Stefanović, Saša Kicošev
Abstract: This article presents the results of measuring the quality of hotel service based on disconfirmation model, which is one of the most common and widely used models of quality measuring of hotel services. The research was conducted during August and September of 2008 in five spas of The West Morava region. Model for measuring quality was based on SERVQUAL. Statistical methods used here are descriptive statistical analysis and analysis of variance ANOVA which showed whether there is statistically significant link between dependent variables (questions about expectations and perception) and independent variables (education structure).
Keywords: disconfirmation model; SERVQUAL; quality of hotel services
