dered the most significant by the consumers.
Hotel that chose the application of quality
concept as a key factor of success should experience
the growth in the satisfaction of costumers (guests),
i.e. successfully position on the market ad thus gain
larger profit. However, trying to reach the high level
of the quality of hotel services, hotel managers very
often meet with problems of an adequate measuring of
the service quality. Firstly, hotel managers do not
know what their guests consider as important when
evaluating the quality of hotel products and very often
do not have reliable methods for determining the
expectations and perception of hotel guests when the
service quality is concerned (Blešiš, Ivkov-Džigurski
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.