Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services

Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services

Purpose – The purpose of this paper is twofold: (1) to assess importance-performance analysis (IPA) and service performance (SERVPERF) conceptualizations of service quality, and to establish which one excels in predicting the tourists' satisfaction in hotel industry; and (2) to test the mediati...

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Bibliographic Details
Main Authors: Vesna Babić-Hodović, Maja Arslanagić-Kalajdžić, Amra Banda, Amina Sivac
Format: Article
Language:English
Published: Faculty of tourism and hospitality management 2019-05-01
Series:Tourism and Hospitality Management
Subjects:
service quality
importance-performance analysis (ipa)
servperf
hotel industry
Online Access:https://thm.fthm.hr/images/issues/vol25no1/BabicHodovic_ArslanagicKalajdzic_Banda_Sivac

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