et al, 2011). As a solution to this problem, many
authors suggest different methods for measurement of
service quality and customer satisfaction. Thus Nitin
et al (2005) give detailed evaluation of 19 models of
quality created in the period between 1984-2003.
Although the research results did not lead us to one
universally accepted model, the biggest support and
the best complements were given to GAP model of
quality and dimensions of quality presented in
SERVQUAL model. Since it was introduced,
SERVQUAL model has served as basis for quality
measurement of hotel and tourist services in numerous
researches. However, most researchers who deals with
quality measurement modify and adapt this model to
the service features in hotel and tourist industry.