Iva Valcic 

Suzana Markovic – Faculty of Tourism and Hospitality Management, Primorska 42, p.p. 97, 51410 Opatija, Croatia

Jelena Kljaic Sebrek – WYG Consulting Ltd.

DOI: https://doi.org/10.31410/ERAZ.S.P.2020.109


 6th International Conference – ERAZ 2020 – KNOWLEDGE BASED SUSTAINABLE DEVELOPMENT,  Online/virtual, May 21, 2020, SELECTED PAPERS

 Published by: Association of Economists and Managers of the Balkans – Belgrade, Serbia

Conference partners: Faculty of Economics and Business, Mediterranean University, Montenegro; University of National and World Economy – Sofia, Bulgaria; Faculty of Commercial and Business Studies – Celje, Slovenia; Faculty of Applied Management, Economics and Finance – Belgrade, Serbia

 ISBN 978-86-80194-34-9, ISSN 2683-5568, DOI: https://doi.org/10.31410/ERAZ.S.P.2020



Service quality plays an important role in improving competitiveness across tourism sectors.
In this context, there is a need to gain a better understanding of service quality in the growing segment
of ecotourism. This study aims to measure service quality perceptions of visitors of Croatian national
parks and identify its key dimensions by using a modified ECOSERV model. Data were collected using
a self-administered questionnaire. Descriptive statistics and exploratory factor analysis were used to
analyse the data. Six dimensions that seem to best explain perceived service quality in national parks
were identified. The results of the study could be relevant for both academics and management active
in the area of ecotourism and national parks.

Key words

ECOSERV, Service quality, Perceptions, Ecotourism, Factor analysis.


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