Human resource as an important factor of increasing hotel service quality and guest satisfaction
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Date
2024-05-08
Authors
Katsitadze, Nana
Kutateladze, Mariam
Tushishvili, Natela
Journal Title
Journal ISSN
Volume Title
Publisher
Київський національний економічний університет імені Вадима Гетьмана
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
Keywords
hotel, service quality, human resource
Citation
Katsitadze N. Human resource as an important factor of increasing hotel service quality and guest satisfaction [Електронний ресурс] / Nana Katsitadze, Mariam Kutateladze, Natela Tushishvili // Стратегічні імперативи сучасного менеджменту : зб. матеріалів VІІ Міжнар. наук.-практ. конф. (8 трав. 2024 р.) / М-во освіти і науки України, Київ. нац. екон. ун-т ім. Вадима Гетьмана ; [орг. ком.: Д. Лук’яненко (голова та ін.]. – Електрон. текст. дані. – Київ : КНЕУ, 2024. – С. 43–47. – Назва з титул. екрану.