Service quality management in health tourism sector: An exploratory study

The research has examined the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. The SERVQUAL instrument can serve as a useful indicator for managers in health tourism sector attempting to identify areas of needed service improvement and to r...

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Main Authors: Suzana Marković, Jasna Horvat, Sanja Raspor
Format: Article
Language:English
Published: Faculty of Economics in Osijek 2004-01-01
Series:Ekonomski Vjesnik
Subjects:
Online Access:http://hrcak.srce.hr/file/294282
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spelling doaj-9af884ebb4734d888e6c5ace70801cd02020-11-24T23:49:35Zeng Faculty of Economics in OsijekEkonomski Vjesnik0353-359X1847-22062004-01-01XVII1-26375Service quality management in health tourism sector: An exploratory studySuzana Marković0Jasna Horvat1Sanja RasporUniversity of Rijeka, Faculty of Tourism and Hospitality Management, Opatija, CroatiaJosip Juraj Strossmayer University of Osijek, Faculty of Economics in Osijek, Osijek, CroatiaThe research has examined the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. The SERVQUAL instrument can serve as a useful indicator for managers in health tourism sector attempting to identify areas of needed service improvement and to researchers seeking a success measure of health tourism services. The purpose of the study is to provide a short theoretical and methodological review of the existing tools for measuring service quality, and to testing an adapted version of SERVQUAL instrument in health tourism sector. The aim of the present research is the descriptive and multivariate statistical analysis of a SERVQUAL scale adjusted for health tourism sector. The final section of the study is devoted to developing and proposing new directions for future service quality management and measurement.http://hrcak.srce.hr/file/294282service qualitySERVQUALfactor analysisreliability analysishealth tourism
collection DOAJ
language English
format Article
sources DOAJ
author Suzana Marković
Jasna Horvat
Sanja Raspor
spellingShingle Suzana Marković
Jasna Horvat
Sanja Raspor
Service quality management in health tourism sector: An exploratory study
Ekonomski Vjesnik
service quality
SERVQUAL
factor analysis
reliability analysis
health tourism
author_facet Suzana Marković
Jasna Horvat
Sanja Raspor
author_sort Suzana Marković
title Service quality management in health tourism sector: An exploratory study
title_short Service quality management in health tourism sector: An exploratory study
title_full Service quality management in health tourism sector: An exploratory study
title_fullStr Service quality management in health tourism sector: An exploratory study
title_full_unstemmed Service quality management in health tourism sector: An exploratory study
title_sort service quality management in health tourism sector: an exploratory study
publisher Faculty of Economics in Osijek
series Ekonomski Vjesnik
issn 0353-359X
1847-2206
publishDate 2004-01-01
description The research has examined the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. The SERVQUAL instrument can serve as a useful indicator for managers in health tourism sector attempting to identify areas of needed service improvement and to researchers seeking a success measure of health tourism services. The purpose of the study is to provide a short theoretical and methodological review of the existing tools for measuring service quality, and to testing an adapted version of SERVQUAL instrument in health tourism sector. The aim of the present research is the descriptive and multivariate statistical analysis of a SERVQUAL scale adjusted for health tourism sector. The final section of the study is devoted to developing and proposing new directions for future service quality management and measurement.
topic service quality
SERVQUAL
factor analysis
reliability analysis
health tourism
url http://hrcak.srce.hr/file/294282
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AT jasnahorvat servicequalitymanagementinhealthtourismsectoranexploratorystudy
AT sanjaraspor servicequalitymanagementinhealthtourismsectoranexploratorystudy
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