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Thematische Bibliographien / The quality of hotel services / Zeitschriftenartikel

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Zeitschriftenartikel zum Thema „The quality of hotel services“

Autor: Grafiati

Veröffentlicht am 4. Juni 2021

Zuletzt aktualisiert am 1. Februar 2022

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1

СТРЕБКОВА, Лидия, and Lydia STREBKOVA. "POSSIBILITIES FOR IMPROVING THE SERVICE QUALITY OF SMALL HOTELS IN NOVOSIBIRSK." Services in Russia and abroad 11, no. 4 (2017): 168–80. http://dx.doi.org/10.22412/1995-042x-11-4-14.

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The article considers the concept of hotel services quality, and pays special attention to the fact that service level depends on the focusing of staff on customer. An important condition for the successful operation of a small hotel is its orientation towards the consumer, consisting in enhance the perceived value of the service, in meeting its needs and, as a result, in achieving customer loyalty. Focusing of employees on customer is one of major factors of ensuring efficiency of activities and competitiveness of hotel. The author researches the quality assessment of the small hotels service

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Abdusaidovich, Rakhimov Hasan. "The Role Of Hotel Industry In The Development Of The Economy Of Our Country And The Theoretical Issues Of Their Study." American Journal of Applied sciences 03, no. 04 (2021): 178–86. http://dx.doi.org/10.37547/tajas/volume03issue04-25.

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This article describes the conceptual directions of improving the quality of service in hotels and scientific-theoretical and methodological issues of its evaluation. It shows the factors affecting the quality of hotel services, the specifics of hotel services, the system of indicators that reflect the quality of service in hotels, the content and ways to determine them.

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Vinnikova, V. V., and V. A. Vinnikova. "Investment Quality Assurance of Hotel Services: The Regional Aspect." Business Inform 8, no. 523 (2021): 29–39. http://dx.doi.org/10.32983/2222-4459-2021-8-29-39.

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The article considers the impact of investment assurance on the quality of hotel services. The quality of hotel services is researched; the volumes of investment by hotel enterprises are determined; a close relationship between investments in accommodation facilities and the quality of hotel services is determined. The quality of hotel services was assessed using the indicator of the specific weight of hotels that have a category, in the total number of hotels in the region and the quality of hotel services was evaluated based on customer reviews concerning hotel complexes, posted on the resou

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Sharma, Savita, and Sidharth Srivastava. "Relationship between Service Quality and Customer Satisfaction in Hotel Industry." TRJ Tourism Research Journal 2, no. 1 (2018): 42. http://dx.doi.org/10.30647/trj.v2i1.20.

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In the competitive hotel industry, individual hotels find ways to be unique to make their products and services shine amongst others. Hotels do not leave any stone unturned to deliver best of the services to magnetize the customers. Therefore, the purpose of this review paper is to study whether high level of quality service actually leads to satisfied customers and makes them loyal towards a particular hotel brand. Further, the study intends to explore whether SERVQUAL model is applicable for the hotels to satisfy their customers. Papers related to service quality and customer satisfaction we

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Aggabao, Burton A., and Fermin G. Castillo Jr. "Service Quality of Hotels in Abu Dhabi, UAE." GATR Journal of Management and Marketing Review 1, no. 1 (2016): 24–32. http://dx.doi.org/10.35609/jmmr.2016.1.1(4).

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Objective - The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and responses. Methodology/Technique - This study uses the descriptive-survey research approach to determine the service quality of the hospitality service among hotels in Abu Dhabi, UAE. A questionnaire was designed and pre-tested for reliability and validity before it was administered. The responses and interview

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Türkay, Oğuz, Abdulmenaf Korkutata, and Özer Yılmaz. "Does Animation Services Really Matter? Place of Animation Services in the Perceived Quality–Overall Satisfaction Model." Journal of Tourism and Services 9, no. 16 (2018): 14–30. http://dx.doi.org/10.29036/jots.v9i16.40.

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In this study, the effect of the quality of the animation service to the perceived quality of a resort hotel and, thus, overall customer satisfaction within hotel service departments is addressed comparatively. The perceived quality of animation services (PQAS) has been measured by the behaviour of workers, the sufficiency of service's content, knowledge and experiences of workers, and the factors of the program. Surveys were used by quota sampling to tourists who were in resort hotels in Antalya, Turkey, wherein 1189 usable feedbacks were obtained. The model, which was tested using SmartPLS,

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Vujić, Milan, Dejan Sekulić, and Drago Cvijanović. "The importance of intangible elements in the assessment of service quality in hotels in Kolubara District." Menadzment u hotelijerstvu i turizmu 8, no. 2 (2020): 43–52. http://dx.doi.org/10.5937/menhottur2002043v.

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One of the hotel companies' key strategies in terms of increasing domestic and international competition is that the hotel service offer reflects a high quality level. Aim of this paper is to measure the guests' satisfaction level by the intangible components of offer in the Kolubara District hotels, i.e. to show the significance of this dimension in the total process of providing hotel services. Satisfied guests show a higher loyalty level, which represents a precondition for visiting the same hotel by the same guests and recommend it to their friends. The research was conducted in four hotel

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Campos, Domingos Fernandes, and Tatiana Gehlen Marodin. "PERCEPTIONS OF QUALITY AND EXPECTATIONS OF HOTEL SERVICES." Journal of Operations and Supply Chain Management 5, no. 1 (2012): 82. http://dx.doi.org/10.12660/joscmv5n1p82-99.

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This work presents the results of a study completed in the Hotel Industry, in the city of Natal, Brazil. Natal receives more than 2 million visitors per year and is also one of the cities with the largest numbers of tourist vacancies in the country, approximately 23,000. The objective of this work is to analyze the level of guest satisfaction from the gaps existing between the expectations and the perception of service received at hotels. Through questionnaires, 1440 guests from 6 hotels of the hotel network, falling into tourist categories, superior and luxury. The sample plan established two

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Badarch, Lkhamtseden, and Altanchimeg Zanabar. "Dimensions of Hotel Service Quality in Mongolia." Jurnal Ilmiah Peuradeun 5, no. 2 (2017): 141. http://dx.doi.org/10.26811/peuradeun.v5i2.130.

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Service quality has emerged as an important area in the hotel industry for decades. Thus, it is essential that service providers understand customer expectations and perceptions as well as the factors that influence their evaluation and satisfaction with the provided service. Hotel industry is growing each year in Mongolia. Realizing the increase in competition among hotels, hotel managers are focusing on improving the elements which contribute to service quality for customers of the hotel industry in Mongolia. The quality of service in hotel industry is an important factor of successful busin

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Aga, Šerif. "THE QUALITY OF PRODUCTS AND HOSPITALITY SERVICES IN DRAGASH MUNICIPALITY." KNOWLEDGE INTERNATIONAL JOURNAL 31, no. 6 (2019): 2035–40. http://dx.doi.org/10.35120/kij31062035a.

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The purpose of this paper is to point out the quality of products and services in the business of tourist companies (Meka and Arxhena) in the municipality of Dragash, as well as their influence on the promotion of competitive advantages that will affect the creativity, breadth of product range, top service and quality, as well as branding. The apartments are located in a series that offer a complete service to guests. Hotel, as well as other companies in tourism, are exposed to significant and rapid changes, thanks to the quality of the business of the touristic ambiance. Subject research. The

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Rajaguru, Rajesh, and Najmeh Hassanli. "The role of trip purpose and hotel star rating on guests’ satisfaction and WOM." International Journal of Contemporary Hospitality Management 30, no. 5 (2018): 2268–86. http://dx.doi.org/10.1108/ijchm-01-2017-0044.

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PurposeThis paper aims to understand how guests’ trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and word of mouth (WOM) recommendation.Design/methodology/approachUsing TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2,040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study.FindingsResults indicate significant differences between leisure and business guests’ perception

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Li, Yi-Min, Chih-Yun Yang, Ya-Hui Kuo, and Ruei-Yi Hung. "Exploring green service quality elements for international tourist hotels in Taiwan from the aspect of two-dimensional quality model." Acta Oeconomica 64, Supplement-2 (2014): 111–25. http://dx.doi.org/10.1556/aoecon.64.2014.suppl.9.

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The enhancement of leisure atmosphere in the past years has resulted in environmental pollution and changes, thus tourism industry is no longer a non-smokestack green industry. Although the governmental organizations have promoted Green Hotel for the improvement, the remodeling of appearance and equipment and the alternation of spares sources have increased the costs, therefore a lot of hotels are still waiting and seeing the successive development. This study tends to find out customer emphases on the green service quality of international tourist hotels through the classification with Two-Di

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Batinic, Ivica. "Hotel management and quality of hotel services." Journal of Process Management. New Technologies 4, no. 1 (2016): 25–29. http://dx.doi.org/10.5937/jpmnt1601025b.

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Ghiţă, Simona-Ioana, Rodica-Manuela Gogonea, and Simona-Andreea Săseanu. "Possibilities of statistical analysis of hotel activity performance in a competitive environment." Proceedings of the International Conference on Applied Statistics 1, no. 1 (2019): 264–74. http://dx.doi.org/10.2478/icas-2019-0024.

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Abstract The hotel industry is an important driver in tourism development of a region, with positive effects on economic growth, concentrating to a large extent the regional tourism services. The quality of services in this sector is decisive for improving the hotel activity performance, especially in terms of a competitive environment increasingly well defined. The service quality is directly proportional to the hotel comfort category. In 2018 Romania had 34 five-star hotels and 359 four-star hotels, representing less than a quarter of all hotels (24.32%). They owned just over 30% of the tota

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Dłubakowska-Puzio, Ewa K., Michał Karpuk, and Kamil Puzio. "Analysis of Tourism Service Quality in Kołobrzeg Region by Means of Time Series Models." Comparative Economic Research. Central and Eastern Europe 15, no. 4 (2013): 31–44. http://dx.doi.org/10.2478/v10103-012-0024-8.

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The aim of the given paper is to present the analysis of tourism services by means of time series models and forecasting of evaluation of tourism services. Tourism services are analysed according to various parameters: hotel stay price, hotel services quality (such as cleanness of rooms, check-in, information provision etc.), catering quality and medical service quality. The research has been undertaken on the basis of responses of foreign guests of 13 hotels in Kołobrzeg region taken from 1400 questionnaires divided according to age and sex of respondents. Various econometric models were used

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Katias, Puspandam, and Ninnasi Muttaqi'in. "Strategies to Improve Service Quality With House of Quality at Hotel X Surabaya." Business and Finance Journal 6, no. 1 (2021): 65–70. http://dx.doi.org/10.33086/bfj.v6i1.1979.

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Service that can satisfy consumers is the main key for service companies to be able to survive and develop their business. Because service is an intangible product, it requires maximum effort for service providers to be able to obtain satisfactory value from consumers. Understanding consumer needs and trying to meet consumer expectations as best as possible is one way to improve service quality. Hotel is one of the service providers in the tourism and business sector, where at this time hotel service is a critical service in its contribution to the tourism business. This research was conducted

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Świstak, Ewa, and Monika Świątkowska. "Oferta gastronomiczna hoteli warszawskich w ocenie ich gości." Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej, no. 120 (December 29, 2017): 147–57. http://dx.doi.org/10.22630/eiogz.2017.120.45.

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The aim of the study was to evaluate the gastronomy services of Warsaw hotels for services offer and personnel. The results of the survey showed an increasing overall rating of catering services as the hotel standard grew. The proper determination of the catering services quality, independent of the standard of the hotel, has proved to be the right service for the consumer. The organoleptic qualities of the dishes, the way they were served, and the price were most important factors determining services offer. Employees’ involvement, customer attitude and communicativeness were the most importa

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Hanych, Nataliya. "Historic and geographic peculiarities of the hotel sphere development in Lviv." Visnyk of the Lviv University. Series Geography, no. 42 (October 15, 2013): 53–63. http://dx.doi.org/10.30970/vgg.2013.42.1766.

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The historic preconditions of the lodging sites development are analyzed. The historic periods in the hotel sphere development are described. The main factors that lead to the formation and development of the hotel establishments are singled out. The development of services, quality of service, features of hotels architectural planning is characterized. The historic references on the first hotels in Lviv are submitted. The development of accommodation facilities in different time periods is traced. The influence of the historical background on the development of hotel infrastructure is analyze

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Taylan Dortyol, Ibrahim, Inci Varinli, and Olgun Kitapci. "How do international tourists perceive hotel quality?" International Journal of Contemporary Hospitality Management 26, no. 3 (2014): 470–95. http://dx.doi.org/10.1108/ijchm-11-2012-0211.

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Purpose – The aim of this paper is to identify tourists' perceptions of services provided by hotels in Antalya/Turkey and to explore hotel service quality dimensions. Specifically, the objectives are as follows: to identify the dimensions of hotel service quality, and to determine the relative impact of those dimensions on customer satisfaction levels, on customer value and on customers' intentions to recommend or revisit a hotel. Design/methodology/approach – The present study uses the framework which originally appeared in Juwaheer's study investigating international tourists' perceptions of

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Ryglová, Kateřina, Ida Vajčnerová, and Jakub Šácha. "Approaches to quality management in hotel industry." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 61, no. 7 (2013): 2693–99. http://dx.doi.org/10.11118/actaun201361072693.

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The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. Demonstrating the practical application of Servqual in selected hotels in the Czech Republic is also a part of the paper. Input data have been gained by force of a primary field-research with the help of a quantitative research via questionnaires and deep interviews. The results of the Servqual score for individual dimensi

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Toh, Pei Sung, Wan Joo Liew, Iklima Husna Abdul Rahim, and Stephen Sondoh. "TRANSFORMATIONAL AND TRANSACTIONAL LEADERSHIP STYLES TOWARDS ORGANIZATIONAL COMMITMENT IN THE HOTEL INDUSTRY." Journal of Tourism, Hospitality and Environment Management 4, no. 17 (2019): 34–45. http://dx.doi.org/10.35631/jthem.417004.

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In the hotel industry, high service quality has become a concern to the hotel service providers as a means for gaining a competitive advantage since hotels provide similar services. Apart from that, hotels need to have committed staff towards improving the quality of service. In this context, the organizational commitment of operational employees is necessary for providing better services for the guest. The leadership styles in the hotel industry can provide different motivators that lead to organizational commitment. Therefore, the purpose of the study is to examine the perception of the rela

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NIKOLSKAYA, Elena Yurievna, Vyacheslav Anatolievich LEPESHKIN, Ivan Petrovich KULGACHEV, Anton Alexandrovich MATVEEV, and Olga Yevgenievna LEBEDEVA. "Perfection of Quality Management of Hotel Services." Journal of Environmental Management and Tourism 11, no. 2 (2020): 417. http://dx.doi.org/10.14505//jemt.11.2(42).20.

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The article is concerned with the development of approaches aimed at enhancing the quality management of hotel services. It has been proved that quality management implies the availability of relevant management sub-systems in the general management system of a hotel, with a primary purpose of controlling the organization and the provision of services. It has been established that hotel businesses cannot operate efficiently without standardizing customer service. The peculiarity of this process is an individual approach and standard structuring. It has been determined that the attainment of hi

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Ozimek, Irena, and Justyna Kozłowska. "IMPACT OF HOTEL CLASSIFICATION IN POLAND ON THE QUALITY OF SERVICES RENDERED." Acta Scientiarum Polonorum. Oeconomia 19, no. 3 (2020): 65–74. http://dx.doi.org/10.22630/aspe.2020.19.3.29.

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A hotel facility classification system makes it possible to standardise the quality of hotel services, and should guarantee hotel compliance with predefined requirements and criteria. In order to determine the impact of a hotel’s rating in Poland on the quality of services it offers, the authors conducted a survey which covered a sample of 226 respondents. Based on the study, it was established that the classification system affects the quality of services provided by the classified properties, and that consumers of hotel services are aware of the standards and amenities which the hotels they

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Ainun, Nur, Volvo Sihombing, and Masrizal Masrizal. "Application of the Servqual method to analyze the satisfaction level of hotel services and facilities." SinkrOn 5, no. 2 (2021): 239–45. http://dx.doi.org/10.33395/sinkron.v5i2.10862.

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With so many hotels and other accommodation facilities in the city of Medan. More and more people are coming and staying and using the facilities at each hotel. Whether it's rooms, meeting room facilities, facilities to hold events, and much more are available in every hotel. Every hotel wants to give satisfaction to guests who come to use the hotel facilities and services. Likewise with SwissbeliNN hotels which have a 3 (three) star classification. Therefore, the opinions of guests and complaints given are very useful to improve the quality of hotel services. To find out, we will look at the

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Artem'eva, Yuliya Sergeevna, and Elena Petrovna Borneman. "International system of certification of hotel services in Russia: problematic of implementation and development prospects." Международное право и международные организации / International Law and International Organizations, no. 4 (April 2020): 21–28. http://dx.doi.org/10.7256/2454-0633.2020.4.34953.

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The object of this research is the &ldquo;Hotel Industry and Hospitality&rdquo;, while the subject is the international system of certification of hotel services. The article reviews the evolution of hotel industry in Russia and the application of such tools as standardization, certification, and compliance evaluation from the perspective of quality improvement. &nbsp;Current trends and approaches towards the problems of certification of hotel services with consideration of the international and regional aspects are described. The authors explore the types of certification of hotel

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Silicka, Inese, Iveta Dembovska, and Lienite Litavniece. "FACTORS INFLUENCING CUSTOMERS’ SATISFACTION AND THEIR ASSESSMENT." Latgale National Economy Research 1, no. 9 (2017): 109. http://dx.doi.org/10.17770/lner2017vol1.9.2461.

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Tourism in many countries and in particular cities is one of the most attractive business forms that enhances the expansion of supply and increases competition. Consequently, the quality of services is the key to customer’s choice. However, a complex character of SPA hotel services makes it necessary to explore not only the service quality, but also its mutual connection with other business processes. The study is carried out within the framework of the RTA research grant “Assessment of hotel service development possibilities in Rezekne city”. To evaluate factors influencing customers’ satisfa

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Lu, Carol, Celine Berchoux, Michael W. Marek, and Brendan Chen. "Service quality and customer satisfaction: qualitative research implications for luxury hotels." International Journal of Culture, Tourism and Hospitality Research 9, no. 2 (2015): 168–82. http://dx.doi.org/10.1108/ijcthr-10-2014-0087.

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Purpose – The purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and the way customers actually experience them. Design/methodology/approach – This paper used interviews with managers and guests of 5-Star hotels in Taiwan and qualitative analysis to understand definitions and perceptions of luxury, service quality and satisfaction. Findings – The major findings of the study were that: there were no fundamental disconnects in

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CAMPOVERDE AGUIRRE, Ronald, Mauricio CARVACHE-FRANCO, and Wilmer CARVACHE-FRANCO. "Hotel Services Quality for Tourists in Transit." Journal of Environmental Management and Tourism 12, no. 4 (2021): 1120. http://dx.doi.org/10.14505//jemt.v12.4(52).24.

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This article aims to empirically validate a perception model of hotel service quality for short-stay tourists in transit by applying the SERVPERF model. Thus, 364 foreign tourists in transit in Guayaquil, Ecuador, whose final destination was the Galapagos Islands, were interviewed. The Confirmatory Factor Analysis (CFA) multivariate technique was adopted to evaluate the scales' validity and reliability. The results confirm the SERVPERF model’s psychometric properties for the hotel services quality evaluation. The findings will contribute to hotel managers decision making.

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МАЛЕТИН, Сергей, and Sergey MALETIN. "FEATURES OF GENERATION Y CONSUMER BEHAVIOR IN THE HOTEL INDUSTRY." Services in Russia and abroad 11, no. 4 (2017): 76–88. http://dx.doi.org/10.22412/1995-042x-11-4-7.

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In modern conditions, the ability to attract new generations of consumers is an important factor in increasing competitiveness in virtually every business area. The article considers the problem of attracting new generations of consumers of hotel services. In the modern market of hotel services, three main demographic segments or generations dominate: "baby boomers", generation X, generation Y. The main attention is paid to the perception and attitude of generation Y to different types of organizations in the hotel industry. It stems from the powerful purchasing power of this generation and th

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Sarwari, Sara, Tanvir Ahmed Minar, Nasrin Shah Naaz, and Md Al Amin Hossain. "Customer Satisfaction Model." International Journal of Tourism and Hospitality Management in the Digital Age 5, no. 1 (2021): 34–51. http://dx.doi.org/10.4018/ijthmda.2021010103.

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In the service industry, one of the main challenges is to provide customer satisfaction. Though the number of budget hotel in Bangladesh is increasing, but customer satisfaction of these hotels are still ignored. The aim of the study is to identify the determinants that satisfy the customers in these hotels. The research targeted a total of 350 selected respondents from different budget hotels in Bangladesh. The descriptive analyses were conducted by using Amos SPSS 24. Findings reveal that price is the ultimate preference for budget hotels along with products and service quality for satisfyin

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Kapera, Izabela. "Hotel gastronomy as viewed by customers." British Food Journal 117, no. 12 (2015): 2993–3002. http://dx.doi.org/10.1108/bfj-02-2015-0077.

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Purpose – The purpose of this paper is to discuss the significance of hotel restaurants from the customer perspective, assess customer expectations, and provide guidelines for growth in the hotel restaurant industry. Design/methodology/approach – A total of 301 hotel guests staying at 26 hotels located in Malopolskie Voivodeship were surveyed. The research study also evaluated customer opinions of hotel restaurants and specific customer suggestions in the area of service quality. The survey participants were asked to rate the hotel in which they had actually stayed and its accompanying restaur

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Pratopo, Pandji. "ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Persepsi Konsumen Hotel Golden Tulip Tangerang)." JURNAL LENTERA BISNIS 10, no. 2 (2021): 159. http://dx.doi.org/10.34127/jrlab.v10i2.406.

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<p><em>Hotels are an element of the tourism industry and play a very important role in providing services to tourists. Each hotel tries to improve its facilities and service quality. If consumers enjoy services that are much lower than they expected, consumers will lose interest in these service providers, and the hotel will eventually lose customers. Conversely, if consumers enjoy services higher than their expectations, then consumers will feel satisfied. Based on the research background, the questions that arise in this study are which factors have the most influence on customer

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Utebekova, G. A., A. A. Belgibayev, S. U. Tnyssov, and V. G. Okassova. "Development of a loyalty program based on the results of content analysis and questionnaire survey." Journal of Almaty Technological University, no. 2 (August 20, 2021): 48–53. http://dx.doi.org/10.48184/2304-568x-2021-2-48-53.

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Currently, the hotel services market is experiencing an increased supply growth, while the demand for hotel services is naturally decreasing, which leads to increased competition between hotel enterprises. One of the real competitive advantages in the hotel business is the provision of higher quality services compared to competitors. It is vital for hotels to provide hospitality services that not only meet the needs of guests, but also anticipate most of the expectations of the target group. The presence of regular customers has a direct impact on the occupancy and use of the room fund and, ul

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Топольник, Вера, and Vera Topolnik. "Substantiation of the indicators system of the quality of hotel sports and recreational services." Servis Plus 10, no. 4 (2016): 25–34. http://dx.doi.org/10.12737/23718.

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Purpose of the article is the formation of a system characteristics of hotel fitness services related to the satisfaction of human needs in the healthy way of life. The urgency of studying of the questions is connected with satisfaction of needs of tourists in maintaining a healthy lifestyle (in disease prevention and health promotion). The author analyzed and interpreted international standards of service and the specifics of providing fitness services in hotel complexes. The importance and relationship of elements of service with the end result that a consumer gets after the service aresubst

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Basera, Vitalis, and Judy Mwenje. "Stakeholders’ Awareness of Quality and Quality Management Systems in Zimbabwean Hotels." April 2021, Volume 10(2) (April 30, 2021): 682–97. http://dx.doi.org/10.46222/ajhtl.19770720-126.

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The aim of the study was to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry. This study sought to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry by (1) establishing the definition of quality, (2) exposing dimension of service quality, (3) identifying how customer satisfaction is measured and (4) identifying quality management systems and quality philosophy used in hotels. Appreciation of quality and QMS in the hotel industry can assist stakeholders to e

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Nino Ositashvili, Nino Ositashvili, and Nana Nadareishvili Nana Nadareishvili. "The Role of Benchmarking in Hotel Management Improvement." Economics 104, no. 3-5 (2021): 166–75. http://dx.doi.org/10.36962/104/3-5/202101166.

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Hospitality is the most sensitive business in the world. Any small change in the country has an immediate impact on this industry. However, it should also be noted that this area also has the ability to recover quickly (coming out of various crises). The world practice of successful hotel operation has shown that the presence of benchmarking companies in developed countries has brought good results to various enterprises. Since the hotel industry in Georgia is not yet developed to a level that meets international standards, it would be a good idea to create the regional hotel associations, to

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Zhong, Lina, Liyu Yang, Jia Rong, and Xiaonan Li. "A Complexity Analysis of User Interaction with Hotel Robots." Complexity 2020 (May 30, 2020): 1–13. http://dx.doi.org/10.1155/2020/4537152.

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Service robots have been introduced to hotel industry in the past decade and received various feedback on their performance. To provide better service, one needs to understand how the hotel customers look at the service robots. Understanding their interests, motivation, and behaviors in human-robot interaction is the key to develop high-quality services and improve robot’s performance. This is the first work to study human-robot interaction in hotels in China. Frequent pattern mining and social network analysis techniques are used in this work to find out useful suggestions to both hotel manag

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Szostak, Daniel. "Quality of hotel services – selected issues." European Journal of Service Management 28 (2018): 479–84. http://dx.doi.org/10.18276/ejsm.2018.28/2-57.

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Nikolskaya, E. Y., N. I. Kovaleva, M. E. Uspenskaya, N. I. Makshakova, E. N. Lysoivanenko, and K. A. Lebedev. "Innovative Quality Improvements in Hotel Services." EUROPEAN RESEARCH STUDIES JOURNAL XXI, Issue 2 (2018): 489–98. http://dx.doi.org/10.35808/ersj/1017.

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Awad, Nancy, and Sherif Saad Soliman. "Studying the Impact of Egyptian Hotels' Websites Marketing on Customers' E-Satisfaction." International Journal of Tourism and Hospitality Management in the Digital Age 1, no. 2 (2017): 53–63. http://dx.doi.org/10.4018/ijthmda.2017070105.

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The purpose of this research is to study the impact of Egyptian hotels' websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit) This questionnaire included items pertaining to the customer satisfaction success factors (website information quality, system convening Egyptian hotels' websites marketing. The study focused on five star hotels. Most of the custo

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Jaremen, Daria Elżbieta. "Determinants of the Quality of hotel Services in Lowersilesian Hotels and Methods for Developing Quality." Turyzm/Tourism 11, no. 2 (2001): 43–59. http://dx.doi.org/10.18778/0867-5856.11.2.03.

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For contemporary hotels quality is becoming one of the most important factors strengthening their position on the highly competitive market and leading to economic success. The author attempts to define the internal and external determinants of the development of the hotel industry, as well as the factors which increase and decrease the quality of service in Lower Silesian hotels. She also presents a study of the quality of service in these hotels and discusses the methods applied.

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Parzych, Krzysztof, and Jadranka Brkić-Vejmelka. "Guests’ assessment of hotel facilities and services: Zadar case study." European Journal of Tourism, Hospitality and Recreation 10, no. 3 (2020): 241–50. http://dx.doi.org/10.2478/ejthr-2020-0021.

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Abstract The availability of hotel facilities and services and their quality are one of the most important factor in selection of a tourist destination. The aim of the article was to analyse the impact of hotel location factors, prices of hotel services and detailed assessments of hotel services provided by the hotel on the overall rating of the hotel. As a case study, Zadar – a city located in the northern part of the Dalmatian coast of Croatia – was used to analyse the problem. The location determinants of hotels and their equipment were assessed in relation to the price of accommodation and

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Sun, Sunny, Karen TszLun Tong, and Rob Law. "Chinese hotel guest perception of international chain hotels under the same hotel brand in different travel destinations." Journal of Vacation Marketing 23, no. 2 (2015): 172–88. http://dx.doi.org/10.1177/1356766715614344.

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A qualitative approach was employed to examine how Chinese hotel guests perceive international chain hotels in different travel destinations (i.e. China and abroad) under the same brand. A total of 13,204 reviews were retrieved from online hotel review Web sites, namely DaoDao.com and Ctrip.com . Content analysis of the reviews showed discrepancies in the perceptions. Chinese favoritism toward the West affected the perception of hotel service quality. Empirical results revealed the belief that hotel services in Western cities and Hong Kong are better compared with those of hotels in China. How

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Liu, Tengfei. "Space Design Teaching for Garden Theme Hotels with Application of Regional Culture." Lifelong Education 9, no. 4 (2020): 221. http://dx.doi.org/10.18282/le.v9i4.965.

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In recent years, the primary, secondary and tertiary industries are constantly developing, and the development of the tertiary industry, namely the service industry, is particularly rapid. Since the reform and opening up, people's consumption power has gradually improved. While people have met basic material needs, spiritual needs become a new demand and people hope to be provided with high-quality services. As an important industry in the service industry, hotel development is an important part of the city's economy. The theme hotel is a new type of business for hotels. Unlike ordinary hotels

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Djajanto, Ludfi. "The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia." GATR Journal of Management and Marketing Review 2, no. 3 (2017): 67–72. http://dx.doi.org/10.35609/jmmr.2017.2.3(10).

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Objective - The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers consider both the physical appearance of the hotel as well as the quality of service provided. The rapid increase in hotels in Indonesia necessarily increases competition in the hotel industry and the rules surrounding market competition become quite strict. The aim of this research is to determine the influen

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Ferraz, Natália de Almeida, Fagner José Coutinho de Melo, Taciana de Barros Jerônimo, André Philippi Gonzaga de Albuquerque, and Denise Dumke de Medeiros. "Evaluation of quality of service: real case in the hotel fitness center." Revista Brasileira de Pesquisa em Turismo 12, no. 1 (2018): 1–27. http://dx.doi.org/10.7784/rbtur.v12i1.1360.

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The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the ev

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BOVSH, Liudmila, and Mariia KULYK. "COMPLIANCE OF HOTEL BUSINESS PROCESSES UNDER PANDEMIC CONDITIONS." Herald of Kyiv National University of Trade and Economics 133, no. 5 (2020): 58–67. http://dx.doi.org/10.31617/visnik.knute.2020(133)05.

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Background. New challenges related to the global pandemic have led to the need to create new requirements for the implementation of activities that are projected to become a new standard of hotel services and a new criterion for the quality of services in the next few years. A posteriori scientific developments, institutional regulations and practical results are gradually being introduced into the business philosophy and gaining relevance. Therefore, they can be used as a priori probabilities to build a system of compliance control of business processes, which correlate with the maintenance o

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Tian, Jenny, and Sophia Wang. "Signaling Service Quality via Website e-CRM Features." Journal of Hospitality & Tourism Research 41, no. 2 (2016): 211–45. http://dx.doi.org/10.1177/1096348014525634.

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This article evaluates the electronic customer relationship management (e-CRM) features on hotel websites and examines the effectiveness of e-CRM quality as a signal that conveys information about unobservable hotel service quality. Complementary findings from two studies are presented. In Study 1, the results from lab experiments show that hotel e-CRM quality had positive effects on potential customers’ expectations for service quality, trust in and satisfaction with the hotel website, and intentions to purchase from the website. In Study 2, observational data collected from an influential ho

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Nurmagambetova, Azhar, Sariya Baimukhanova, Ryszard Pukala, Karlygash Kurbanova, and Anar Kidirmaganbetova. "Improvement of accounting in the hotel business in the transition to a digital economy." E3S Web of Conferences 159 (2020): 04019. http://dx.doi.org/10.1051/e3sconf/202015904019.

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The article describes the main features of accounting and development of accounting in the hotel business during the transition to a digital economy. Considering the use of digital programs and applications, recommendations are given for improving accounting. The hotel industry is a key player in international tourism, and tourism flows depend on the quality of the tourism industry sector. The Republic of Kazakhstan is famous for its rich natural and tourist resources, but it occupies a small segment in the world tourism development. The main differences in the work of different hotels and hot

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Pandyak, I. "Features of development of sphere of hospitality are in city Lviv in Austrian and Austrian and Austro-Hungarian periods (1772-1918)." Visnyk of the Lviv University. Series Geography 2, no. 43 (2013): 255–62. http://dx.doi.org/10.30970/vgg.2013.43.1722.

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History of becoming and development of hotel sphere of city of Lviv is analysed in the period of origin of the first hotels, profitable houses and their greatest development during the Austrian and Австро-угорського periods, basic factors that stipulated forming and development of types of establishments of sphere of hospitality during the investigated period are distinguished. Development of services, quality of service, feature of an architectonically-plan organization of hotel building, is described. Key words: hotel economy, infrastructure of hospitality, types of establishments of placing

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