The servperf model as a quality evaluation tool in hotel units

Detalhes bibliográficos
Autor(a) principal: Costa, Adriano
Data de Publicação: 2024
Outros Autores: Fernandes, Gonçalo, Antunes, Joaquim
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.19/8354
Resumo: 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).
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spelling The servperf model as a quality evaluation tool in hotel unitsServperfServicesQualityAccommodation unitsThe 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).Instituto Politécnico de Bragança PublisherRepositório Científico do Instituto Politécnico de ViseuCosta, AdrianoFernandes, GonçaloAntunes, Joaquim2024-03-20T10:03:27Z20242024-01-01T00:00:00Zconference objectinfo:eu-repo/semantics/publishedVersionapplication/pdfhttp://hdl.handle.net/10400.19/8354engCosta, 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: 978-972-745-334-4978-972-745-334-4info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-23T02:30:15Zoai:repositorio.ipv.pt:10400.19/8354Portal AgregadorONGhttps://www.rcaap.pt/oai/openairemluisa.alvim@gmail.comopendoar:71602024-03-23T02:30:15Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The servperf model as a quality evaluation tool in hotel units
title The servperf model as a quality evaluation tool in hotel units
spellingShingle The servperf model as a quality evaluation tool in hotel units
Costa, Adriano
Servperf
Services
Quality
Accommodation units
title_short The servperf model as a quality evaluation tool in hotel units
title_full The servperf model as a quality evaluation tool in hotel units
title_fullStr The servperf model as a quality evaluation tool in hotel units
title_full_unstemmed The servperf model as a quality evaluation tool in hotel units
title_sort The servperf model as a quality evaluation tool in hotel units
author Costa, Adriano
author_facet Costa, Adriano
Fernandes, Gonçalo
Antunes, Joaquim
author_role author
author2 Fernandes, Gonçalo
Antunes, Joaquim
author2_role author
author
dc.contributor.none.fl_str_mv Repositório Científico do Instituto Politécnico de Viseu
dc.contributor.author.fl_str_mv Costa, Adriano
Fernandes, Gonçalo
Antunes, Joaquim
dc.subject.por.fl_str_mv Servperf
Services
Quality
Accommodation units
topic Servperf
Services
Quality
Accommodation units
description 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).
publishDate 2024
dc.date.none.fl_str_mv 2024-03-20T10:03:27Z
2024
2024-01-01T00:00:00Z
dc.type.driver.fl_str_mv conference object
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10400.19/8354
url http://hdl.handle.net/10400.19/8354
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 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
978-972-745-334-4
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Instituto Politécnico de Bragança Publisher
publisher.none.fl_str_mv Instituto Politécnico de Bragança Publisher
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv mluisa.alvim@gmail.com
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