The purpose of the present study was to investigate which dimensions of service quality are most important to Hotel Spa managers for their customers' satisfaction in Greece. Thirty three (n=33) Hotel Spa managers in Greece volunteered to participate in the present study. Measurements included the use of the SERVQUAL instrument (Parasuraman et al., 1988) to measure perceptions of service quality. Factor Analysis (principal component) with Varimax rotation was used to identify the predictive variables of managers' perceptions. The results showed that three variables and four items of SERVQUAL model were the most predictive variables of managers' perceptions. Factors were labeled as follows: Responsiveness, Reliability and Tangibles. Items were labeled as follows: timeliness of Hotel Spa's staff, employees' professionalism, food and beverages and providing promptness service implementation. Those three factors and four items explained Hotel Spa managers' perceptions at the percentage of 50.97%. In conclusion, human (responsiveness and reliability) and environmental (tangibles) factors of service quality are important parameters for Hotel Spa managers in Greece, when they design marketing services aiming to improve their customers' satisfaction.

中文翻译：

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希腊酒店水疗经理对服务质量的看法

本研究的目的是调查服务质量的哪些方面对酒店水疗经理对希腊客户满意度最重要。希腊 33 (n=33) 名酒店水疗经理自愿参与本研究。测量包括使用 SERVQUAL 工具（Parasuraman 等，1988）来测量对服务质量的感知。使用 Varimax 旋转的因子分析（主成分）来识别经理感知的预测变量。结果表明，SERVQUAL模型的三个变量和四个项目是对管理者感知的预测性最强的变量。因素标记如下：响应性、可靠性和有形性。项目标记如下：酒店水疗中心员工的及时性、员工的专业性、食品和饮料，并提供及时的服务实施。这三个因素和四个项目以 50.97% 的百分比解释了酒店水疗经理的看法。总之，服务质量的人（响应性和可靠性）和环境（有形）因素是希腊酒店水疗经理在设计旨在提高客户满意度的营销服务时的重要参数。