CONCEPTUAL FRAMEWORK OF THE DIFFERENT MEASUREMENT INSTRUMENTS FOR PERCEPTION AND ASSESSMENT OF THE SERVICE QUALITY AND APPLIED ASPECTS FOR THE HOSPITALITY INDUSTRY


Author: Prof. Lina Anastassova, PhD (Burgas Free University )

Keywords: service quality, models SERVQUAL, SERVPERF, LODGSERV

Quality in the context of service industries has been and becomes even more important in the era of huge competition and turbulent business environment. Despite significant work undertaken in the area of service quality in the developed countries, there is a lack of publications in Bulgaria about the various models/scales for assessment of perceived service quality. This article, therefore is an attempt to fill the existing gap in the literature of services quality. The objective of the paper is to discuss by reviewing many publications on the subject the conceptual basis of services quality and to compare the characteristics of the models SERVQUAL and the Scandinavian model as well as the variations of SERVQUALfor the needs of the hotel- and restaurant sectors- LODGSERV and DINESERV. The last part of the paper presents a comparative review of the indicators sets of pointed models, the advantages and disadvantages of these models in data collection and their abilities for managerial implications in the area of quality management.

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