Saneva, Dusica and Chortoseva, Sonja (2016) Research of Customers’ Satisfaction in the Hotel Service. In: Research of Customers’ Satisfaction in the Hotel Service, 28-30 Oct 2016, Prilep.
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Abstract
The service quality in the hotel industry is an important factor for the sustainability of its existing capabilities and a possibility for its advancement. Also, it is an indicator for the level of satisfaction of the customers and it refers to factors that characterise one product or service. Securing an excellent service quality and high satisfaction on the side of the customers is an important matter and a challenge for any modern service industry and is for that reason an issue of the contemporary surveys as regards the quality of services in the hotel industry. The quality of hotel services is expressed through their features that ensure fulfilling the needs and expectations of the customers of those services, whereby the customer is the one that gives the final grade as regards the degree of accomplished satisfaction. It is essential to fulfill and achieve better quality of service than the one expected by the customer. Accomplishing satisfaction on the side of the customer means permanent following of the requests of modern tourists, respecting the specific standards and continuous promotion of the hotel service. The satisfaction as regards the quality of the hotel service is the basic precondition for building and stability of the loyalty of the guests. A large number of researchers surveyed the quality of the hotel service. Different criteria have been underlined on the basis of which the consumers assess the quality of the hotel service, numerous measurable and nonmeasurable elements of the service, as well as methods for measuring the quality of the service and the satisfaction of tourists. The objective of this paper is to analyse the nature of the hotel service, the elements, features and approaches for assessing the satisfaction of the users of the hotel service and to design a model for researching this matter.
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Subjects: | Social Sciences > Economics and business Social Sciences > Other social sciences |
| Divisions: | Faculty of Tourism and Business Logistics |
| Depositing User: | Dusica Saneva |
| Date Deposited: | 19 Aug 2020 09:11 |
| Last Modified: | 19 Aug 2020 09:11 |
| URI: | https://eprints.ugd.edu.mk/id/eprint/24345 |
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