Measurement of Customer Satisfaction Applied to the Farm Holiday

• Autorzy: Maurizio Lanfranchi , Carlo Gianetto , Maria Luiza Souca

Warianty tytułu

Pomiar zadowolenia klienta zastosowany w agroturystyce

• Języki publikacji: EN

Abstrakty

Model SERVQUAL obejmuje miary jakości od doskonałej, poprzez zadowalającą, po niedopuszczalną. Postrzegana przez klienta jakość usług, zależy od umiejscowienia na skali i różnicy pomiędzy oczekiwaną jakością usługi, a jakością rzeczywistą. Jeżeli jakość oczekiwana jest większa niż jakość rzeczywista, wtedy postrzegana jakości usług jest mniej niż zadowalająca, zmierzająca w kierunku jakości całkowicie nie do przyjęcia, w miarę wzrostu rozbieżności między oczekiwaną i rzeczywistą jakością usług. W niniejszej pracy model ten został zastosowany na przykładzie agroturystyki. (abstrakt oryginalny)

EN

The SERVQUAL model, ranges from ideal quality to total unacceptable quality with a point along it that represents satisfactory quality. A customer's perceptions on service quality are dependent on placement on the scale and the nature of the gap existing between the expected service and the service perceived by the customer. If the expected service is more than the actual service then the perceived service quality is less than satisfactory, moving towards totally unacceptable quality as the discrepancy between the expected and perceived service increases. In this paper this model is applied to the farm holiday. (original abstract)

Słowa kluczowe

PL

Jakość usług; Agroturystyka; Satysfakcja klienta

EN

Quality of services; Agrotourism; Customer satisfaction

• Czasopismo: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Finanse, Rynki Finansowe, Ubezpieczenia
• Rocznik: 2012
• Numer: nr 50
• Strony: 169-176

Twórcy

autor

Maurizio Lanfranchi

• University of Messina, Italy

autor

Carlo Gianetto

• University of Messina, Italy

autor

Maria Luiza Souca

• Babeş-Bolyai University

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