- Author
- Jaremen Daria
- Title
- Jakość usług hotelarskich i jej badanie
Hotel Services Quality and Quality Assessment - Source
- Prace Naukowe Akademii Ekonomicznej we Wrocławiu, 1998, nr 795, s. 107-122, bibliogr. 15 poz.
- Issue title
- Gospodarka turystyczna : wybrane zagadnienia jej funkcjonowania
- Keyword
- Usługi turystyczne, Hotelarstwo, Jakość usług, Konsumencka ocena jakości, Badanie jakości
Tourism services, Hotel industry, Quality of services, Consumers' quality assessment, Quality research - Note
- summ., streszcz.
- Abstract
- Celem opracowania jest omówienie zagadnienia jakości usług hotelarskich i przedstawienie instrumentu służącego jej badaniu, uwzględniającego konsumenckie podejście do oceny poziomu jakościowego świadczeń. (skrócony abstrakt oryginalny)
The most important element of the quality assessment process is measurement of customers'satisfaction with the purchased services. So far the SERVQUAL method of quality assessment has been applied mainly with regard to telecommunication, banking, warranty and post-warranty services or broker's offices. The article presents an attempt at adapting this method to hotel services quality assessment. The major adjustments concerned the set of detailed criteria of service quality measurement. In accordance with the postulates of L.L. Berry, A. Parasuraman and V. Zeithmal, the application of 22 detailed criteria is suggested; these include: room furnish, hotel room service, shops, recreation facilities, restaurant, service reliability, punctuality, iteration, speed, proper reaction to customers' requests, efficiency of reaction to consumers' requests, ability to advise the customer level of confidentiality, professionalism, responsibility, empathy, customer's safety, customer's reliance on service staff, capability of personal contact, understanding for customer's problems, capability of fulfilling customer's needs and preference recognition and care for a customer.(original abstract) - Accessibility
- The Main Library of the Cracow University of Economics
The Library of Warsaw School of Economics
The Library of University of Economics in Katowice
The Main Library of Poznań University of Economics and Business
The Main Library of the Wroclaw University of Economics - Bibliography
-
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- Cited by
- ISSN
- 0324-8445
- Language
- pol
