Does hotel image and perceived service quality create hotel guests satisfaction?

V prispevku je predstavljen model povezav med naslednjimi koncepti: podoba hotela, njegova zaznana kakovost, zaznana vrednost in zadovoljstvo njegovih gostov. Model je bil preverjen na vzorcu 1020 turistov v Sloveniji. Rezultati empiričnega preverjanja kažejo, (a) da je neposredni vpliv zaznane kakovosti hotela na zadovoljstvo njegovih gostov zelo šibak in (b) da zaznana kakovost hotela in njegova podoba vplivata na zadovoljstvo gostov posredno, prek zaznane vrednosti hotela. Ta povezava kaže na pomembnost zaznane vrednosti hotela kot mediacijske spremenljivke v modelih, ki pojasnjujejo zaznavanje storitev.In the present paper the conceptual model of relationships between hotel image, hotel quality, perceived value and guest satisfaction was developed and tested on the sample of 1020 tourists in Slovenia. Results of the empirical research suggest that the impact of perceived quality on guest satisfaction is very weak. However perceived quality as well as image impact guest satisfaction indirectly through perceived value. This indicates the importance of perceived value as mediating variable in service perception models