Keywords
tourism
Servqual model
five gaps model
How to Cite
Abstract
The present research focuses on service quality in tourism accommodation, measured using a combination of the Servqual model, which measures quality from the user‘s/turist‘s perspective, and the 5-gaps model, in an attempt to account for the discrepancy between client expectations and perceptions. The measurement allows us to infer a service quality shortfall given that expectations exceed perceptions. A quality shortfall was noted in both seasons. Moreover, differences in average Servqual scores were found to exist only among the user groups de ned by their level of education and earnings.By submitting a contribution to consideration of the Editorial Board of Fórum Empresarial, the authors attest that it is an original, unpublished work, which has not been nor will be simultaneously submitted to another journal for consideration and publication; that they are responsible for the work carried out and the content of the article; and they have the corresponding copyrights.
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