SERVICE QUALITY MODELS IN HOSPITALITY INDUSTRY

Authors

  • Dusica Popova
  • Natasha Miteva Faculty of tourism and business logistics

DOI:

https://doi.org/10.46763/YFNTS2141160p

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

Downloads

Published

19.11.2021

Issue

Vol. 4 (2021): 4rd International Scientific Conference "Challenges of Tourism and Business Logistics in the 21st Century"

Section

Tourism, Hospitality and Gastronomy

License

The intellectual property and copyright of the original content in all scientific contributions within the published paper shall remain with the authors. The authors grant ISCTBL permission to publish the paper. All authors agree to publish the paper under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License (CC BY-NC-ND 4.0).