Ocena jakości us ług gospodarstw agroturystycznych przy wykorzystaniu metody Servqual
Evaluation of Service Quality of Agritourism Businesses Using the Servqual Method

Summary/Abstract: Agritourism plays an increasingly important role in the development of rural areas, allowing the combination of primary agricultural activities (production) and diversification of farm income, in turn providing jobs for farming family members while professionally activating the local community. The aim of this study was to identify and assess the quality gaps in services provided by agritourism businesses in eastern Poland. The article discusses the quality of agritourism services in rural development, and presents the use of the Servqual method in the tourism service sector studied. A total of 570 respondents participated in the study, which utilized the Servqual method, thus making possible an assessment of quality criteria and the validity of the service provided. Based on the results, it can be concluded that the expectations of customers of agritourism businesses exceed the actual capacity that service providers are able to supply. The quality characteristics that are most in need of improvement were identified, and these included reliability, empathy and responsiveness.

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