Zastosowanie metody SERVPERF w ocenie jakości usług rekreacyjnych ze szczególnym uwzględnieniem usług świadczonych przez parki wodne

Anna Maria Urbaniak

doi:10.12775/AUNC_ZARZ.2014.004

Authors

Anna Maria Urbaniak University School of Physical Education in Poznań Tourism and Recreation Faculty Departament of Economics of Tourism and Marketing

DOI:

https://doi.org/10.12775/AUNC_ZARZ.2014.004

Keywords

quality assessment, leisure services, SERVPERF method.

Abstract

The aim of the research is to determine whether SERVPERF method used to assess the quality of various services is an appropriate method for analyzing the quality of services provided by the water parks. Among the publications as sources of knowledge in this subject area are the following: Service Marketing and Management [Gilmore, 2003], Measuring Service Quality: SERVQUAL vs. SERVPERF Scales [Jain and Gupta 2004], Application of SERVPERV to assess customer satisfaction [Kucińska and Kołosowski, 2009], Models and methods for measuring the service quality [Stoma, 2012]. Finding the right method that will be used to assess the quality of recreation services is important because it will allow the smooth conduct of such research, and consequently give opportunities to improve the quality of those services, especially now, when we notice a sharp increase in their number, as well as expanding their circle of interested consumers.

References

Adil M., Al Ghaswyneh M., Albkour A., (2013), SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research, “Global Journal of Management and Business Research Marketing”, nr 16 (6).

Berry L., Parasuraman A., Zeithaml V., (1990), Delivering Quality Service. Balancing,

Customer Perceptions and Expectations, The Free Press, Nowy Jork.

Cronin J. J., Taylor S. A., (1994), SERPVERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality, “Journal of Marketing”, nr 58 (1).

Fogarty G., Catts R., Forlin C., (2000), Measuring Service Quality with SERVPERF, University of Southern Queensland.

Gilmore A., (2003), Services Marketing and Management, Sage, Londyn.

Jain S., Gupta G., (2004), Measuring Service Quality: SERVQUAL vs. SERVPERF Scales, “Vikalpa”, nr 29 (2).

Kouthouris C., Alexandris K., (2005), Can Service Quality Predict Customer Satisfaction and Behavioral Intentions in the Sport Tourism Industry? An Application of the SERVQUAL Model in an Outdoors Setting, “Journal of Sport and Tourism”, nr 10 (2).

Kucińska A., Kołosowski M., (2009), Zastosowanie metody SERPERV do oceny zadowolenia klienta, Konferencja Innowacje w Zarządzaniu i Inżynierii Produkcji, Zakopane.

Parasuraman A., Zeithaml V. A., Berry L. L., (1988), SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, “Journal of Retailing”, nr 64 (1).

Stoma M., (2012), Modele i metody pomiaru jakości usług, Q & R Polska, Lublin.

Williams Ch., Buswell J., (2003), Service Quality in Leisure and Tourism, CABI Publishing, Cambridge; http://dx.doi.org/10.1079/9780851995410.0000

Źródła internetowe:

http://www.termymaltanskie.com.pl/ [10.10.2013 r.].

http://www.termyuniejow.pl/ [10.10.2013 r.].

http://js.sagamorepub.com/jpra/article/view/1805 [10.10.2013 r.].

http://www.ioz.pwr.wroc.pl/pracownicy/dobrowolska/2012-ZJU-W+sem/W7-8-12-ZJU-1metody_oceny_jakoscj_uslug.pdf [10.10.2013 r.].