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Service Essay

701 words - 3 pages

Measuring Perceived Service Quality Using servqual: A Case Study of the Croatian Hotel Industry
La construcción de la calidad del servicio se concibe sobre todo en el contexto de la literatura de marketing de servicios. Por lo tanto, tiene que ver con el concepto de calidad percibida del servicio. Según Zeithaml, Parasuraman y Berry (1990), la calidad de servicio percibida es el grado en el que una empresa sirve con éxito el propósito de los clientes.
Los clientes determinan el valor percibido o cognitiva de servicio sobre la base de su experiencia con el servicio prestado. Siendo así esto quedo confirmado analizando las expectativas de los clientes, el servicio proceso de prestación de ...view middle of the document...

Sin embargo, los estudios realizados en el sector hotelero identifican diferentes los resultados con respecto al número y la interpretación de las dimensiones los huéspedes utilizan para evaluar la calidad percibida servicio del hotel. Reportaron una estructura de siete dimensiones, etiquetado como ' cortesía y la competencia del personal ',' las comunicaciones y transacciones ' 'tangibles ', ' conocer y entender al cliente "," exactitudy la velocidad del servicio, las soluciones a los problemas de "y" precisión de reservas de hoteles.
Los indicadores de análisis factorial y la fiabilidad también son consistentes con estudios similares realizados en el sector de la hostelería . La propuesta factor de estructura del presente estudio, así como en los estudios llevó a cabo por Choi y Chu (2001 ) y Markovi ' c ( 2003 ) han explicado el más alto porcentaje de la varianza en los datos originales
Se puede concluir que la versión modificada de la servqual modelo es adecuado para su uso por los directores de hotel en ganar fácilmente interpretable y datos fiables sobre las actitudes de los huéspedes del hotel ' sobre la percepción la calidad del servicio. Los resultados de este estudio sugieren que...

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