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Advisor(s)
Abstract(s)
The objective of this study is to demonstrate through the use of the Servperf
model which variables are most valued by guests in accommodation units in Portugal. This study is based on the Servperf model, which measures
the quality of services from the point of view of the guest (customer), identifying each
of the 5 dimensions (tangibility, reliability, responsiveness, assurance and empathy),
which globally qualify the service of the accommodation unit, identifying processes that
can be improved in order to increase overall guest satisfaction. This Servperf model,
developed by the authors Cronin and Taylor (1992), seeks to evaluate the quality of
services, pointing out alternatives for improvement to the limitations they believe exist
in the Servqual model of Parasuraman et al. (1988).
Description
Keywords
Servperf Services Quality Accommodation units
Citation
Costa, A., Fernandes, G., & Antunes, J. (2024). The servperf model as a quality evaluation tool in hotel units. In Martins, C., Martins, M., Pais, C., & Silva, E. (Eds), International Tourism Congress 2023: Book of extended abstracts, Instituto Politécnico de Bragança Publisher, 8-9, ISBN: 978-972-745-334-4
Publisher
Instituto Politécnico de Bragança Publisher