BLEŠIÆ, Ivana; IVKOV-DŽIGURSKI, Andjelija; STANKOV, … - In: Revista de turism - studii si cercetari in turism / … 11 (2011) 11, pp. 6-14
The paper examines the concept and measurement of quality of service in the hotel sector. The ratings of guests’ expectations and calculations of SERVQUAL gap (discrepancies between expectations and perceptions), has been the most reliable method in estimating the precise diagnosis of quality...
