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- W3162168150 abstract "The article defines the concept of hotel service quality as a set of properties and characteristics of hotel services, formed by the relationship of all stakeholders in their provision, potentially or actually able to most effectively meet the established and expected needs of customers. Comparison of requirements for hotel categories set by standards of different countries: Criteria 2015-2020 HotelStars system, The Diamond standard, National rating Quality mark from TGCSA, State Russian system and Ukraine DSTU 4269: 2003 showed a certain obsolescence and irrelevance of the requirements of the National standard for certain criteria. In addition, DSTU 4269: 2003 does not have a block of quality indicators.In Ukraine in 2019, 131 hotels were inspected for compliance with the National Standard, which is three times more than the previous year (43 in 2018), most of which were set the category of «4 stars» – 48. The leader in the total number of surveyed hotels is the Kiev region – 34 hotels. The Kiev region is also the leader in the number of hotels, which were awarded the category of «3 stars» – 14 hotels and «4 stars» – 13 hotels in 2019. According to the number of hotels, which were awarded «5 stars», the leader was the Odessa region – 8 hotels in 2019 received this status mainly in the city of Odessa.The choice of hotel services quality aspects is a priority in its evaluation. The author proposes to expand the list of criteria according to the SERVQUAL methodology and to assesses the hotel services quality in terms of materiality, tangibility, reliability, safety, responsiveness, cogency, speed, empathy, accessibility, flexibility, guarantees, strategic quality management and quality control.Each of the 12 quality aspects is revealed by a set of individual quality indicators and determined by a comprehensive indicator, will calculate the integrated level of hotel services qua-lity, assess indicators in dynamics and in comparison with other hotels, and in the future assess the readiness of hotels to reach the international level.Keywords: quality, hotel, service, aspect, standard, category." @default.
- W3162168150 created "2021-05-24" @default.
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- W3162168150 date "2021-01-01" @default.
- W3162168150 modified "2023-09-25" @default.
- W3162168150 title "HOTEL SERVICES QUALITY ASPECTS" @default.
- W3162168150 doi "https://doi.org/10.31375/2226-1915-2021-1-97-113" @default.
- W3162168150 hasPublicationYear "2021" @default.
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