........................................................................................................................................

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I .................................................................................... 3
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2. ........................................................................................... 6
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2.2. .............................................................................. 9
2.3. ........................................................................ 10
3. .............................................................. 13
3.1. .... 13
3.2. ............................................ 15
3.3. ... 17
II ............................................ 24
1. ..................................................................... 24
2. TQM ....................................................... 26
2.1. TQM .............................................................................. 27
2.2. Q ............................................................................ 29
3. TQM ................................................... 32
3.1. Q ........................... 32
3.2. TQM .......... 35
3.3. QM .............................. 38
III ..................................................................... 40
1. ........................................................................................... 40
2. ...................................... 40
2.1. ................................................................................................ 41
2.2. .................................................................................................... 42
3. SERVQUAL ......................................................................... 45
4. SERVQUAL ................ 48
........................................................................................................................... 56
........................................................................................................................ 57


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E., Improving Tourism and Hospitality Services, CABI, 2004, . 81-89

J. M., Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions, Journal
of Retailing, 66 (Spring), 1990, p. 33-55.; Vinagre, M. H., Neves, J., The influence of service quality and patients
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56 Chi Cui, C., Lewis, B. R., Park, W., Service quality measurement in the banking sector in South Korea,
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57 Prayag, G., Assessing international tourists' perceptions of service quality at Air Mauritius, International Journal
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58 Atilgan, E., Akinci, S., Aksoy, S., Mapping service quality in the tourism industry, Managing Service Quality, 13
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59 Tsoukatos, E., Rand, G. H., Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance,
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60 Gagliano K. B., Hathcote, J., Customer Expectations and Perceptions of Service Quality in Retail Apparel
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61 Saleh F, Ryan C., Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model, The
Service Industries Journal, 11 (3), 1991, p. 324-343.
62 Getty G. M. and Thompson K. N., The Relationship between Quality, Satisfaction and Recommending
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63 Stevens, P., Knuston, B., Patton M., DINSERV: A tool for measuring service quality in restaurants, Cornell Hotel
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