Popova, Dushica and Miteva, Natasha (2021) Service quality models in hospitality industry. In: ISCTBL 2021.
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Abstract
This research paper aims at the establishment of applicable models for service quality measurement in
hospitality industry. With the implementation of various measurement models and instruments for
service quality measurement and determination, it contributes to the increase of customer satisfaction
and loyalty strengthening. Measuring the service quality provides specific data which can be used for
quality management, with which the hospitality industry will have the opportunity to monitor, control
and maintain the service quality. Due to the multidimensional concept of service quality, several models
for quality measurement have been identified.
Key words: measurement, satisfaction, loyalty, hotel, restaurant
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Subjects: | Social Sciences > Other social sciences |
| Divisions: | Faculty of Tourism and Business Logistics |
| Depositing User: | Dusica Saneva |
| Date Deposited: | 17 Feb 2022 14:48 |
| Last Modified: | 17 Feb 2022 14:48 |
| URI: | https://eprints.ugd.edu.mk/id/eprint/29493 |
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