USE OF THE SERVQUAL MODELTO EVALUATE THE QUALITY OF TOURIST SERVICES OF SPA TOURISM IN SERBIA
Keywords:
Tourism, Quality, SERVQUAL model, spa tourism, Serbia
Abstract
The growing importance of tourism for the economic development of the country has led to a change in the awareness of tourism service providers towards continuous improvement of their quality. Improving the quality of tourist services is one of the keys to meeting the needs of increasingly demanding tourists. Tourist satisfaction with the provided service is recognized as one of the key factors by which tourists measure service quality, which also influences their choice of tourist destination. The purpose of this study is to understand the relationship between service quality and tourist satisfaction using the SERVQUAL model. Based on data collected from 87 tourists, it can be concluded that the overall quality of tourist services provided by spa tourism is somewhat satisfactory and requires constant improvement in service quality.
Downloads
Download data is not yet available.
References
Alkier R., Okičić, J., & Milojica V. (2020). Factors of percieved quality of maritime tourist destination´s offer: Case of Opatija Riviera. Pomorstvo (Scientific Journal of Maritime Research), 34(2), 396-404. https://doi.org/10.31217/p.34.2.20
Alkier, R., Milojica V., & Roblek, V. (2022). The complexity of the tourism supply chain in the 21st century: a bibliometric analysis. Kybernetes, IN PRESS, doi 10.1108/K-03-2022-0430
Andrijašević, M. & Bartoluci, M. (2004). Uloga wellnessa u suvremenom turizmu. Acta turistica, 16(2), 125-142.
Bartoluci, M. (2007). Razvoj wellnessa u turizmu. U: M. Bartoluci, N. Čavlek (Ur.), Turizam i sport - razvojni aspekti (str. 196-205). Školska knjiga: Zagreb.
Dile, A.A., Jasim, A.H. & Madhloom, K.H. (2019). Evaluation of Quality of Service Provided by the Vocational Training Department, International Review, 3-4, 92-105.
Hendija, Z. & Boranić Živoder, S. (2011). Managing wellness offer based on tourism analysis in coastal Croatia. Proceedings of 6th International scientific conference on kinesiology Integrative power of Kinesiology (pp. 626-630). University of Zagreb, Faculty of Kinesiology.
Jovanović-Tončev, M., Podovac, M. & Stanišić, N. (2015). Kvantitativno-kvalitativna analiza tržišne privlačnosti i značajnosti banja Srbije. Poslovna ekonomija, 2, 341-364.
Milanović M., Nikitović Z. & Vujičić, S. (2020) The importance of the quality of the agricultural product for sustainable success of agricultural holding. International Review, 3-4, 105-112.
Naeini A. B., Mosayebi A., & Mohajerani N. (2019). A hybrid model of competitive advantage based on Bourdieu capital theory and competitive intelligence using fuzzy Delphi and ISM-Gray DEMATEL (study of Iranian food industry). International Review, 1-2, 21-35.
Nikolić, G. (2021). Upravljanje razvojem turističke ponude Republike Hrvatske. Zbornik radova 10. međunarodna znanstveno-stručna konferencija Izazovi globalizacije i socijalno-gospodarsko okruženje EU, Republika Slovenija, 324-336.
Parasuraman, A., Zeithaml, V. & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(2), 12-40.
Pravno-informacioni sistem Republike Srbije (2016). Strategija razvoja turizma Republike Srbije za period od 2016. do 2025., Pravno-informacioni sistem Republike Srbije. https://www.pravno-informacioni-sistem.rs/SlGlasnikPortal/eli/rep/sgrs/vlada/strategija/2016/98/1
Radović Marković, M., Salamzadeh A., & Vujičić S. (2019) Selection of organization models and creation of competences of the employed people for the sake of competitiveness growth in global business environment. International Review, 1-2, 64-71.
Republički zavod za statistiku Republike Srbije (2016) Opštine i regioni u Republici Srbiji 2016., https://www.stat.gov.rs/sr-cyrl/publikacije/publication/?p=9844 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2017). Opštine i regioni u Republici Srbiji 2017., https://www.stat.gov.rs/sr-cyrl/publikacije/publication/?p=10855 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2018). Opštine i regioni u Republici Srbiji 2018., https://www.stat.gov.rs/sr-cyrl/publikacije/publication/?p=11634 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2018). Statistički godišnjak Srbije 2018., Republički zavod za statistiku Republike Srbije, https://publikacije.stat.gov.rs/G2018/Pdf/G20182051.pdf (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2019). Opštine i regioni u Republici Srbiji 2019., https://www.stat.gov.rs/sr-cyrl/
publikacije/publication/?p=12234 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2020). Opštine i regioni u Republici Srbiji 2020., https://www.stat.gov.rs/sr-cyrl/publikacije/publication/?p=12795 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2021). Opštine i regioni u Republici Srbiji, 2021. https://publikacije.stat.gov.rs/G2021/pdf/G202113048.pdf (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2022). Opštine i regioni u Republici Srbiji 2022., https://publikacije.stat.gov.rs/G2022/pdf/G202213049.pdf (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2023). Opštine i regioni u Republici Srbiji 2023., https://www.stat.gov.rs/publikacije/publication/?p=15527 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2020). Statistički godišnjak Srbije 2020., Republički zavod za statistiku Republike Srbije, https://publikacije.stat.gov.rs/G2020/pdfE/G20202053.pdf (Accessed 1 March 2024).
Roblek, V., Drpić, D., Meško, M., & Milojica, V. (2021) Evolution of Sustainable Tourism Concepts. Sustainability, 13, 12829. https://doi.org/10.3390/su132212829
Stanković, S. (2009). Banje Srbije. Zavod za udžbenike: Beograd.
27.Stojković Hadži S., Kastratović E., & Stanković Lj. (2022). Inovacija kao način povećanja konkurentnosti privrede. Trendovi u poslovanju, 10(1), 18-25.
UNWTO (2014). Tourism Highlights 2012. Madrid: World Tourism Organization.
Vujičić S., Nikitović Z. & Jovanović N. (2016). The analysis of tourism competetiveness of the Republic Serbia and former Yugoslavian countries. Proceedings of Third International Conference „Higher Education in Function of Development of Tourism in Serbia and Western Balkans“, 427-436.
WTTC (2022). Travel & Tourism Economic Impact 2022 Global trends. WTTC. https://wttc.org/Portals/0/Documents/Reports/2022/
EIR2022-Global%20Trends.pdf (Accessed 1 March 2024)
Alkier, R., Milojica V., & Roblek, V. (2022). The complexity of the tourism supply chain in the 21st century: a bibliometric analysis. Kybernetes, IN PRESS, doi 10.1108/K-03-2022-0430
Andrijašević, M. & Bartoluci, M. (2004). Uloga wellnessa u suvremenom turizmu. Acta turistica, 16(2), 125-142.
Bartoluci, M. (2007). Razvoj wellnessa u turizmu. U: M. Bartoluci, N. Čavlek (Ur.), Turizam i sport - razvojni aspekti (str. 196-205). Školska knjiga: Zagreb.
Dile, A.A., Jasim, A.H. & Madhloom, K.H. (2019). Evaluation of Quality of Service Provided by the Vocational Training Department, International Review, 3-4, 92-105.
Hendija, Z. & Boranić Živoder, S. (2011). Managing wellness offer based on tourism analysis in coastal Croatia. Proceedings of 6th International scientific conference on kinesiology Integrative power of Kinesiology (pp. 626-630). University of Zagreb, Faculty of Kinesiology.
Jovanović-Tončev, M., Podovac, M. & Stanišić, N. (2015). Kvantitativno-kvalitativna analiza tržišne privlačnosti i značajnosti banja Srbije. Poslovna ekonomija, 2, 341-364.
Milanović M., Nikitović Z. & Vujičić, S. (2020) The importance of the quality of the agricultural product for sustainable success of agricultural holding. International Review, 3-4, 105-112.
Naeini A. B., Mosayebi A., & Mohajerani N. (2019). A hybrid model of competitive advantage based on Bourdieu capital theory and competitive intelligence using fuzzy Delphi and ISM-Gray DEMATEL (study of Iranian food industry). International Review, 1-2, 21-35.
Nikolić, G. (2021). Upravljanje razvojem turističke ponude Republike Hrvatske. Zbornik radova 10. međunarodna znanstveno-stručna konferencija Izazovi globalizacije i socijalno-gospodarsko okruženje EU, Republika Slovenija, 324-336.
Parasuraman, A., Zeithaml, V. & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(2), 12-40.
Pravno-informacioni sistem Republike Srbije (2016). Strategija razvoja turizma Republike Srbije za period od 2016. do 2025., Pravno-informacioni sistem Republike Srbije. https://www.pravno-informacioni-sistem.rs/SlGlasnikPortal/eli/rep/sgrs/vlada/strategija/2016/98/1
Radović Marković, M., Salamzadeh A., & Vujičić S. (2019) Selection of organization models and creation of competences of the employed people for the sake of competitiveness growth in global business environment. International Review, 1-2, 64-71.
Republički zavod za statistiku Republike Srbije (2016) Opštine i regioni u Republici Srbiji 2016., https://www.stat.gov.rs/sr-cyrl/publikacije/publication/?p=9844 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2017). Opštine i regioni u Republici Srbiji 2017., https://www.stat.gov.rs/sr-cyrl/publikacije/publication/?p=10855 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2018). Opštine i regioni u Republici Srbiji 2018., https://www.stat.gov.rs/sr-cyrl/publikacije/publication/?p=11634 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2018). Statistički godišnjak Srbije 2018., Republički zavod za statistiku Republike Srbije, https://publikacije.stat.gov.rs/G2018/Pdf/G20182051.pdf (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2019). Opštine i regioni u Republici Srbiji 2019., https://www.stat.gov.rs/sr-cyrl/
publikacije/publication/?p=12234 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2020). Opštine i regioni u Republici Srbiji 2020., https://www.stat.gov.rs/sr-cyrl/publikacije/publication/?p=12795 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2021). Opštine i regioni u Republici Srbiji, 2021. https://publikacije.stat.gov.rs/G2021/pdf/G202113048.pdf (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2022). Opštine i regioni u Republici Srbiji 2022., https://publikacije.stat.gov.rs/G2022/pdf/G202213049.pdf (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2023). Opštine i regioni u Republici Srbiji 2023., https://www.stat.gov.rs/publikacije/publication/?p=15527 (Accessed 1 March 2024).
Republički zavod za statistiku Republike Srbije (2020). Statistički godišnjak Srbije 2020., Republički zavod za statistiku Republike Srbije, https://publikacije.stat.gov.rs/G2020/pdfE/G20202053.pdf (Accessed 1 March 2024).
Roblek, V., Drpić, D., Meško, M., & Milojica, V. (2021) Evolution of Sustainable Tourism Concepts. Sustainability, 13, 12829. https://doi.org/10.3390/su132212829
Stanković, S. (2009). Banje Srbije. Zavod za udžbenike: Beograd.
27.Stojković Hadži S., Kastratović E., & Stanković Lj. (2022). Inovacija kao način povećanja konkurentnosti privrede. Trendovi u poslovanju, 10(1), 18-25.
UNWTO (2014). Tourism Highlights 2012. Madrid: World Tourism Organization.
Vujičić S., Nikitović Z. & Jovanović N. (2016). The analysis of tourism competetiveness of the Republic Serbia and former Yugoslavian countries. Proceedings of Third International Conference „Higher Education in Function of Development of Tourism in Serbia and Western Balkans“, 427-436.
WTTC (2022). Travel & Tourism Economic Impact 2022 Global trends. WTTC. https://wttc.org/Portals/0/Documents/Reports/2022/
EIR2022-Global%20Trends.pdf (Accessed 1 March 2024)
Published
2024-07-13
How to Cite
Vujičić, S., Tomić, L., & Krstić, B. (2024). USE OF THE SERVQUAL MODELTO EVALUATE THE QUALITY OF TOURIST SERVICES OF SPA TOURISM IN SERBIA. Tourism International Scientific Conference Vrnjačka Banja - TISC, 8(1), 399-411. https://doi.org/10.52370/TISC24399SV
Section
Articles
