Service quality: A competing value in health and wellness industry

Abstract

This study examined the impact of service quality on clients’ satisfaction. The empiric data were collected through surveys administrated to the users of five Portuguese thermal units and a hotel Spa. The investigation was based on SERVQUAL scale presented by Parasuraman, Zeithaml and Berry (1985). Necessarily, this model was adapted to the nature and characteristics of health and wellness industry. The dimensions of the service quality scale were reduced to the more significant ones for the studied units (attendance, assurance and tangibles). The results showed that are the aspects related to assurance and attendance that give more satisfaction to the users, that service quality is an antecedent of clients’ satisfaction and it has an impact on users’ loyalty.