THE INFLUENCE OF SELECTED SOCIO-DEMOGRAPHIC VARIABLES ON THE DIFFERENCES IN THE QUALITY OF EXPECTED AND PERCEIVED ATTRIBUTES OF SPA SERVICES IN CENTRAL AND SOUTHEASTERN EUROPE

Jelena Premović; Marko Pavlović; Aleksandar Brčić

doi:10.59864/Oditor72601JP

Autori

Jelena Premović Associate Professor, Faculty of Economics and Engineering Management, University Business Academy, Cvećarska 2, 21000 Novi Sad, Republic of Serbia Author https://orcid.org/0009-0001-8052-4802
Marko Pavlović Lecturer, Academy of Vocational Studies Polytechnic, Belgrade, Katarine Ambrozić 3, 11120 Belgrade, Republic of Serbia Author https://orcid.org/0000-0003-1817-9734
Aleksandar Brčić Herceg Novi - Monten Author https://orcid.org/0009-0008-9985-0887

DOI:

https://doi.org/10.59864/Oditor72601JP

Ključne reči:

velnes turizam, spa turizam, kvalitet usluga, SERVQUAL model, GAP model

Apstrakt

Rad ispituje uticaj odabranih sociodemografskih varijabli na razlike u kvalitetu očekivanih i percipiranih atributa spa usluga. U istraživanju je učestvovalo 700 ispitanika iz sedam zemalja Centralne i Jugoistočne Evrope: Slovačke, Slovenije, Hrvatske, Bosne i Hercegovine, Crne Gore, Severne Makedonije i Srbije. Procena kvaliteta spa usluga izvršena je merenjem razlike između očekivanih i percipiranih atributa kvaliteta spa usluga primenom SERVQUAL modela koji obuhvata pet dimenzija: opipljivost, pouzdanost, odgovornost, sigurnost i empatiju. Diskrepanca u okviru GAP modela izražena je kroz razlike između očekivanih i percipiranih atributa spa usluga. Proverom statističke značajnosti utvrđeno je da postoje značajne razlike u izraženosti očekivanih u odnosu na percipirane atribute na svim dimenzijama, osim dimenzije empatije, za koju statistička značajnost nije potvrđena.

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