Human resource as an important factor of increasing hotel service quality and guest satisfaction
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Date
2024
Journal Title
Journal ISSN
Volume Title
Publisher
Kyiv National Economic University named after Vadym Hetman
Abstract
In the paper classical theories, concepts and models focused on the complex study of the service quality
development in the hotels are discussed. In relation to the conceptual foundations and empirical measures of "service
quality", the emphasis is placed on the functional (product or service delivery process) and social (staff attitude
towards customers, cultural elements) categories of service quality assessment, and their most important factors
influencing the quality of hotel service are confirmed. This was also confirmed by the results of a
quantitative survey of guest satisfaction in 5- and 4-star international and local branded hotels in Tbilisi. According to
which the share of the personnel and other related assessment components (cleanliness, comfort) in the creation of the
hotel rating was revealed, which at the same time will serve as an indicator for long-term competitiveness.
Description
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Keywords
Citation
Kyiv, Proceedings of 7th International Scientific Conference: "Strategic Imperatives of Modern Management", 2024, pp. 43-48