Acta Univ. Agric. Silvic. Mendelianae Brun. 2013, 61(7), 2693-2699 | DOI: 10.11118/actaun201361072693

Approaches to quality management in hotel industry

Kateřina Ryglová1, Ida Vajčnerová2, Jakub ©ácha3
1 Department of Marketing and Trade, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic
2 Department of Management, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic
3 Department of Statistics and Operation Analysis, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic

The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. Demonstrating the practical application of Servqual in selected hotels in the Czech Republic is also a part of the paper. Input data have been gained by force of a primary field-research with the help of a quantitative research via questionnaires and deep interviews. The results of the Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score for the examined hotels and to outline benchmarking utilisation possibilities.

Keywords: quality management, tourism, customer satisfaction, hotel industry, servqual

Received: April 11, 2013; Published: December 24, 2013  Show citation

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Ryglová, K., Vajčnerová, I., & ©ácha, J. (2013). Approaches to quality management in hotel industry. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 61(7), 2693-2699. doi: 10.11118/actaun201361072693
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