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Author
Lanfranchi Maurizio (University of Messina, Italy), Gianetto Carlo (University of Messina, Italy), Souca Maria Luiza (University of Messina, Italy)
Title
Perceived Service Quality and Customer Satisfaction in Romanian Rural Pensions
Postrzeganie jakości usług i satysfakcji klienta w rumuńskich wiejskich pensjonatach: studium pilotażowe
Source
Zeszyty Naukowe Uniwersytetu Szczecińskiego. Finanse, Rynki Finansowe, Ubezpieczenia, 2013, nr 62, s. 145-154, rys., tab., bibliogr. 27 poz.
Keyword
Rolnictwo, Jakość usług, Satysfakcja klienta, Agroturystyka, Handel
Agriculture, Quality of services, Customer satisfaction, Agrotourism, Trade
Note
streszcz., summ..
Country
Rumunia
Romania
Abstract
Dla dostawców usług zakwaterowania, zwłaszcza na rynkach rozwijających się, takich jak rynek agroturystyki, ważne jest zdefiniowanie miary jakości usług. Badanie ma na celu sprawdzenie zastosowalności zaadaptowanej skali jakości postrzeganej do konsumentów rumuńskich, którzy wybrali wypoczynek w ośrodkach wiejskich. Użyta próba składa się ze studentów rumuńskich, odwiedzających wiejskie pensjonaty na terenie całego kraju. Próbę dobierano w sposób wygodny, nieprobabilistyczny, podczas gdy instrument badawczy został zaadaptowany z Parasuraman et al. (1994), i czterech innych instrumentów, stworzonych specjalnie na potrzeby usług zakwaterowania. Obliczenia średnich, odchyleń standardowych i częstości były prowadzone z użyciem IBM SPSS w wersji 20.0. Związek przyczynowo-skutkowy pomiędzy zmiennymi niezależnymi oraz zadowoleniem klientów zbadano używając analizy regresji. Analiza wymiarowość skali została przeprowadzona przy użyciu eksploracyjnej analizy czynnikowej. Ograniczenia badawcze: badanie to jest ograniczone przez próbę, która jest bardzo mała i składa się wyłącznie z rumuńskich studentów goszczących w analizowanych pensjonatach wiejskich, a także fakt, że pomiar zadowolenia klienta przeprowadzono przy użyciu jednowymiarowej skali, która ogranicza ocenę wiarygodności. Znaczenie badań: rumuński przemysł hotelarski cierpi z powodu małej liczby badań na temat zadowolenia klienta i postrzeganej jakości usług. (skrócony abstrakt oryginalny)

For the providers of lodging services, especially those in a developing market such as agrotourism, it is important to define and to measure service quality. The current study aims to diagnose the applicability of an adapted perceived quality scale to Romanian consumers who have chosen rural pensions as their holiday accommodation. The sample used consists of Romanian students visiting several rural pensions all across the country. The sampling method was non-probability convenience sampling, while the survey instrument was adapted from Parasuraman et al. (1994), and four other instruments specifically made for lodging services. For statistics the IBM SPSS ver. 20.0 was employed, in order to calculate means, standard deviation and frequencies, regression analysis was used to observe the causal relationship between independent variables and customer satisfaction and the dimensionality of the scale was verified through exploratory factor analysis. Research limitations: this research is limited by the sample study, which is quite small and consists only of Romanian students who stayed in the analysed rural pensions; and also by the fact that measurement of customer satisfaction and dissatisfaction was carried out using only a single item scale, which does limit the estimation of reliability. (short original abstract)
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Bibliography
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ISSN
1640-6818
1733-2842
Language
eng
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