Have a personal or library account? Click to login
Guests’ assessment of hotel facilities and services: Zadar case study Cover

Guests’ assessment of hotel facilities and services: Zadar case study

European Journal of Tourism, Hospitality and Recreation
Volume 10 (2020): Issue 3 (December 2020)
By: Krzysztof Parzych and  Jadranka Brkić-Vejmelka  
Open Access
|Jan 2021

References

  1. [1] Abebaw, K. W., & Endeshaw, B. (2018). Assessment of Service Quality in the Hotel Industry: Case Study in North Showa Zone of Amhara Regional State, Ethiopia. Science Journal of Business and Management, 6(1), 15–21. https://doi.org/10.11648/j.sjbm.20180601.13
    Search in Google ScholarBack to article
  2. [2] Atkinson, A. (1988). Answering the eternal question: what does the customer want? Cornell Hotel and Restaurant Administration Quarterly, 29(2), 12–14. https://doi.org/10.1177/001088048802900209
    Search in Google ScholarBack to article
  3. [3] Babić-Hodović, V., Arslanagić-Kalajdžić, M., Banda, A., & Sivac, A. (2019). Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services. Tourism and Hospitality Management, 25(1), 1–17. https://doi.org/10.20867/thm.25.1.4
    Search in Google ScholarBack to article
  4. [4] Baltescu, C., & Boscor, D. (2014). The Assessment of hotel services in Poiana Brasov Resort. Bulletin of the Transilvania University of Braşov Series V: Economic Sciences, 7(2), 65–70.
    Search in Google ScholarBack to article
  5. [5] Barsky, J. D. (1992). Customer satisfaction in the hotel industry: meaning and measurement. Hospitality Research Journal, 16(1), 51–73. https://doi.org/10.1177/109634809201600105
    Search in Google ScholarBack to article
  6. [6] Brkić-Vejmelka, J., Pejdo, A., & Blaće, A. (2015). Zadar Islands growth prospect - is tourism their driving force? Anali Za Istrske in Mediteranske Studije - Annali Di Studi Istriani e Mediterranei - Annals for Istrian and Mediterranean Studies. Series Historia et Sociologia, 25(3), 651–688.
    Search in Google ScholarBack to article
  7. [7] Cardozo, R. N. (1965). An Experimental Study of Customer Effort, Expectation, and Satisfaction. Journal of Marketing Research, 2(3), 244–249. https://doi.org/10.1177/002224376500200303
    Search in Google ScholarBack to article
  8. [8] Carman, J. M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 33–55.
    Search in Google ScholarBack to article
  9. [9] Chang, K.-C., & Chen, M.-C. (2011). Applying the Kano model and QFD to explore customers’ brand contacts in the hotel business: A study of a hot spring hotel. Total Quality Management & Business Excellence, 22(1), 1–27. https://doi.org/10.1080/14783363.2010.529358
    Search in Google ScholarBack to article
  10. [10] Chu, R. K. S., & Choi, T. (2000). An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers. Tourism Management, 21(4), 363–377. https://doi.org/10.1016/S0261-5177(99)00070-9
    Search in Google ScholarBack to article
  11. [11] Churchill, G. A., & Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491–504. https://doi.org/10.1177/002224378201900410
    Search in Google ScholarBack to article
  12. [12] Dominici, G., & Guzzo, R. (2010). Customer Satisfaction in the Hotel Industry: A Case Study from Sicily. International Journal of Marketing Studies, 2(2), 3–12. https://doi.org/10.5539/ijms.v2n2p3
    Search in Google ScholarBack to article
  13. [13] Dominici, G., & Palumbo, F. (2013). The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels. International Journal of Leisure and Tourism Marketing, 3(3), 215–236. https://doi.org/10.1504/IJLTM.2013.052623
    Search in Google ScholarBack to article
  14. [14] Faričić, J., & Mikuličić, D. (1998). Turizam - jezgra suvremene ekonomske aktivnosti na Istu i Škardi. In J. Faričić (Ed.), Otoci Ist i Škarda (pp. 450–464). Zadar: Sveučilište u Zadru.
    Search in Google ScholarBack to article
  15. [15] Gilbert, D., & Horsnell, S. (1998). Customer Satisfaction Measurement Practice in United Kingdom Hotels. Journal of Hospitality & Tourism Research, 22(4), 450–464. https://doi.org/10.1177/109634809802200408
    Search in Google ScholarBack to article
  16. [16] Gołąb-Andrzejak, E. (2014). Wpływ jakości usług hotelarskich na satysfakcję i kształtowanie lojalności gości hotelowych [The Influence of the Hotel Services Quality for the Guests Satisfaction and Loyalty Shaping]. Marketing i Rynek, 8, 1060–1067.
    Search in Google ScholarBack to article
  17. [17] Górnik, K., & Świdroń M. (2010). Metoda SERVQUAL jako narzędzie pomiaru jakości usług hotelarskich [The SERVQUAL Method as an Instrument for the Measurement of Hotel Services Quality]. Acta Scientiarum Polonorum. Oeconomia, 9(4), 121–132.
    Search in Google ScholarBack to article
  18. [18] Gržinić, J. (2007). Concepts of service quality measurement in hotel industry. Economic Thought and Practice, 1(1), 81–98.
    Search in Google ScholarBack to article
  19. [19] Gupta, D. (2017). Service Quality & Customer Satisfaction in Hotel Industry. International Journal of Techno-Management Research, 5(2), 41–55.
    Search in Google ScholarBack to article
  20. [20] Hawlena, J., Koproń, J., & Chudyga, P. (2016). Selected aspects of evaluation of service standards in hotel industry. Organizacja i Zarządzanie, 6, 1705–1710.
    Search in Google ScholarBack to article
  21. [21] Holjevac, I. E., & Markovic, R. S. (2010). Customer Satisfaction Measurement In Hotel Industry: Content Analysis Study. Retrieved 15 March 2020, from https://bib.irb.hr/datoteka/397335.PAP039.pdf
    Search in Google ScholarBack to article
  22. [22] Kalavathy, K. S., & Swapna, H. R. (2019). An Assessment of Service Quality Dimensions Conducted at Oyo Hotel, Bangalore. International Journal of Recent Technology and Engineering, 8(2S10), 915–920. https://doi.org/10.35940/ijrte.B1162.0982S1019
    Search in Google ScholarBack to article
  23. [23] Kostin, K. B. (2018). Assessment of Hospitality Industry Evolution and Development in the Russian Federation. Journal of Eastern Europe Research in Business and Economics, 1–17. https://doi.org/10.5171/2018.471337
    Search in Google ScholarBack to article
  24. [24] Limberger, P. F., dos Anjos, F. A., de Souza Meira, J. V., & dos Anjos, S. J. G. (2014). Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfaction. Tourism & Management Studies, 10(1), 59–65.
    Search in Google ScholarBack to article
  25. [25] Lukanova, G. (2010). Evaluation of hotel service-performance process in Bulgaria. UTMS Journal of Economics, 1(1), 19–28.
    Search in Google ScholarBack to article
  26. [26] Madar, A., & Neacşu, N. A. (2013). Service Quality Analysis - Hotel Alpin (Poiana Brasov). Annals of the ‘Constantin Brâncuşi’ University of Târgu Jiu, Economy Series, 6, 267–270.
    Search in Google ScholarBack to article
  27. [27] Magaš, D. (1999). Suvremeni problemi prostornog razvoja Hrvatske [Contemporary problems of spatial development of Croatia]. In Zbornik radova Drugog hrvatskog geografskog kongresa (pp. 305–315). Zagreb: Hrvatsko geografsko društvo.
    Search in Google ScholarBack to article
  28. [28] Magaš, D., Brkić-Vejmelka, J., & Faričić, J. (2000). New geographic concepts of developing tourism on the small Croatian Islands. In J. Wyrzykowski (Ed.), Conditions of the Foreign Tourism Development in Central and Eastern Europe (Vol. 6, pp. 239–270). Wroclaw: Institute of Geography, University of Wroclaw.
    Search in Google ScholarBack to article
  29. [29] Marić, D., Marinković, V., Marić, R., & Dimitrovski, D. (2016). Analysis of tangible and intangible hotel service quality components. Industrija, 44(1), 7–25. https://doi.org/10.5937/industrija1-8437
    Search in Google ScholarBack to article
  30. [30] Mattila, A. S., & O’Neill, J. W. (2003). Relationships between Hotel Room Pricing, Occupancy, and Guest Satisfaction: A Longitudinal Case of a Midscale Hotel in the United States. Journal of Hospitality & Tourism Research, 27(3), 328–341. https://doi.org/10.1177/1096348003252361
    Search in Google ScholarBack to article
  31. [31] Mensah, I., & Mensah, R. D. (2018). Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus. Journal of Tourism, Heritage & Services Marketing, 4(1), 27–36.
    Search in Google ScholarBack to article
  32. [32] Mikačić, V. (1994). Otočni turizam Hrvatske [Croatian island tourism]. Društvena Istraživanja, 3(4–5), 517–531.
    Search in Google ScholarBack to article
  33. [33] Ministry of Tourism Republic of Croatia. (2019). Tourism in Figures: 2018. Retrieved 15 March 2020, from https://www.htz.hr/sites/default/files/2019-06/HTZTUBENG_2018_0.pdf
    Search in Google ScholarBack to article
  34. [34] Molinillo, S., Ximénez-de-Sandoval, J. L., Fernández-Morales, A., & Coca-Stefaniak, A. (2016). Hotel Assessment through Social Media: The case of TripAdvisor. Tourism & Management Studies, 12(1), 15–24. https://doi.org/10.18089/tms.2016.12102
    Search in Google ScholarBack to article
  35. [35] Napierała, T. (2018). What Kind of Online Rating is Most Significant for Hoteliers? Case of Central Poland. In K. Birdir (Ed.), The Second International Congress on Future of Tourism: Innovation, Entrepreneurship and Sustainability (Futourism 2018) (pp. 870–875). Mersin: Mersin University.
    Search in Google ScholarBack to article
  36. [36] Napierała, T., & Leśniewska-Napierała, K. (2019). Geograficzne determinanty oceny jakości oraz popularności usług hoteli w centralnej Polsce [Geographical Determinants of Quantity and Rating of Online Hotel Reviews in Central Poland]. Folia Turistica, 53, 157–174. https://doi.org/10.5604/01.3001.0013.7509
    Search in Google ScholarBack to article
  37. [37] Nomnga, V. J., & Mhlanga, O. (2015). An assessment of customer satisfaction and service quality: the case of hotels in East London, South Africa. African Journal of Hospitality, Tourism and Leisure, 4(2), 1–13.
    Search in Google ScholarBack to article
  38. [38] Nurcahyo, R., Fitriyani, A., & Hudda, I. N. (2017). The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta. Binus Business Review, 8(1), 23–29. https://doi.org/10.21512/bbr.v8i1.1790
    Search in Google ScholarBack to article
  39. [39] O’Connor, P. (2010). Managing a Hotel’s Image on TripAdvisor. Journal of Hospitality Marketing & Management, 19(7), 754–772. https://doi.org/10.1080/19368623.2010.508007
    Search in Google ScholarBack to article
  40. [40] O’Neill, M., & Palmer, A. (2003). An exploratory study of the effects of experience on consumer perceptions of the service quality construct. Managing Service Quality: An International Journal, 13(3), 187–196. https://doi.org/10.1108/09604520310476454
    Search in Google ScholarBack to article
  41. [41] Ogungbayi, G. B., Olatidoye, O. P., & Agbebi, P. A. (2019). Assessment of service quality on customer satisfaction in selected hotels in Abeokuta Metropolis, Ogun State, Nigeria. Journal of Applied Sciences and Environmental Management, 23(6), 1035–1043. https://doi.org/10.4314/jasem.v23i6.6
    Search in Google ScholarBack to article
  42. [42] Oh, H., & Parks, S. (1997). Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20(3), 35–64.
    Search in Google ScholarBack to article
  43. [43] Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59–72. https://doi.org/10.1108/08876040610646581
    Search in Google ScholarBack to article
  44. [44] Oppermann, M. (1998). Destination Threshold Potential and the Law of Repeat Visitation. Journal of Travel Research, 37(2), 131–137. https://doi.org/10.1177/004728759803700204
    Search in Google ScholarBack to article
  45. [45] Quinby, D., & Rauch, M. (2012). Social Media in Travel 2012: Social Networks & Traveler Reviews. Retrieved 15 March 2020, from https://www.phocuswright.com/Travel-Research/Social-Search/Social-Media-in-Travel-2012-Social-Networks-Traveler-Reviews
    Search in Google ScholarBack to article
  46. [46] Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and Tourism Online Reviews: Recent Trends and Future Directions. Journal of Travel & Tourism Marketing, 32(5), 608–621. https://doi.org/10.1080/10548408.2014.933154
    Search in Google ScholarBack to article
  47. [47] Serra Cantallops, A., & Salvi, F. (2014). New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41–51. https://doi.org/10.1016/j.ijhm.2013.08.007
    Search in Google ScholarBack to article
  48. [48] Shimekit, K. E., Wondoson, S., & Seid, H. A. (2016). Service Quality and Customer Satisfaction in Hospitality Industry: The Case of Selected Hotels in Jimma Town, Ethiopia. Global Journal of Management and Business Research: E Marketing, 16(5).
    Search in Google ScholarBack to article
  49. [49] Sparks, B. A., Perkins, H. E., & Buckley, R. (2013). Online travel reviews as persuasive communication: The effects of content type, source, and certification logos on consumer behavior. Tourism Management, 39, 1–9. https://doi.org/10.1016/j.tourman.2013.03.007
    Search in Google ScholarBack to article
  50. [50] Tabaku, E., & Kruja, D. (2019). An integrated framework for customer loyalty in the hotel sector. Serbian Journal of Management, 14(1), 205–221. https://doi.org/10.5937/sjm14-18253
    Search in Google ScholarBack to article
  51. [51] Tessera, F. A., Ibiwani, A. H., & Noraini, A. (2016). Service Quality and Hotel’s Customer Satisfaction: An Empirical Evidence from Ethiopia. Electronic Journal of Business and Management, 1(1), 24–32.
    Search in Google ScholarBack to article
  52. [52] Umesh Guanarathne, W. H. D. P. (2014). Relationship between Service Quality and Customer Satisfaction in Sri Lankan Hotel Industry. International Journal of Scientific and Research Publications, 4(11), 1–8.
    Search in Google ScholarBack to article
  53. [53] UNWTO. (2019). International Tourism Highlights: 2019 Edition. https://doi.org/10.18111/9789284421152
    Search in Google ScholarBack to article
  54. [54] Vermeulen, I. E., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30(1), 123–127. https://doi.org/10.1016/j.tourman.2008.04.008
    Search in Google ScholarBack to article
  55. [55] Wang, I.-M., & Shieh, C.-J. (2006). The relationship between service quality and customer satisfaction: the example of CJCU library. Journal of Information and Optimization Sciences, 27(1), 193–209. https://doi.org/10.1080/02522667.2006.10699686
    Search in Google ScholarBack to article
  56. [56] Worldometer. (2020). Croatia Population. Retrieved 20 March 2020, from https://www.worldometers.info/world-population/croatia-population/
    Search in Google ScholarBack to article
  57. [57] Wu, H.-C., & Ko, Y. J. (2013). Assessment of Service Quality in the Hotel Industry. Journal of Quality Assurance in Hospitality & Tourism, 14(3), 218–244. https://doi.org/10.1080/1528008X.2013.802557
    Search in Google ScholarBack to article
  58. [58] Xiang, Z., & Gretzel, U. (2010). Role of social media in online travel information search. Tourism Management, 31(2), 179–188. https://doi.org/10.1016/j.tourman.2009.02.016
    Search in Google ScholarBack to article
  59. [59] Yilmaz, I. (2009). Measurement of Service Quality in the Hotel Industry. Anatolia, 20(2), 375–386. https://doi.org/10.1080/13032917.2009.10518915
    Search in Google ScholarBack to article
  60. [60] Yoo, K.-H., & Gretzel, U. (2011). Influence of personality on travel-related consumer-generated media creation. Computers in Human Behavior, 27(2), 609–621. https://doi.org/10.1016/j.chb.2010.05.002
    Search in Google ScholarBack to article
  61. [61] Zhou, L., Ye, S., Pearce, P. L., & Wu, M.-Y. (2014). Refreshing hotel satisfaction studies by reconfiguring customer review data. International Journal of Hospitality Management, 38, 1–10. https://doi.org/10.1016/j.ijhm.2013.12.004
    Search in Google ScholarBack to article
DOI: https://doi.org/10.2478/ejthr-2020-0021 | Journal eISSN: 2182-4924 | Journal ISSN: 2182-4916
Journal RSS Feed
Language: English
Page range: 241 - 250
Submitted on: Apr 30, 2020
|
Accepted on: Oct 31, 2020
|
Published on: Jan 29, 2021
Published by: Polytechnic Institute of Leiria
In partnership with: Paradigm Publishing Services
Publication frequency: 2 issues per year
Keywords:
Zadar,
Hotel,
Guest’s satisfaction,
Tourist destination,
Opinion
Related subjects:
Business and economics,
Business management,
Business management, other,
Industries,
Tourism, hospitality, travel,
Event industry, leisure industry,
Sports and recreation,
Sports and recreation, other

© 2021 Krzysztof Parzych, Jadranka Brkić-Vejmelka, published by Polytechnic Institute of Leiria
This work is licensed under the Creative Commons Attribution 4.0 License.

Previous articleVolume 10 (2020): Issue 3 (December 2020)Next article