Imperical Study of Hotel Choice Determinants and Customer Satisfaction in the Context of Russian Outbound Tourism

The concept of consumer satisfaction attracts the attention of researchers both in the field of marketing and in the hospitality industry. At present, against the background of the increased level of competition, the problem of determining customer satisfaction is becoming more urgent. Thus, the purpose of this master's thesis is to identify the determinants of hotel choice and the level of client satisfaction in Russian outbound tourism. The scientific novelty of this study is the use of a set of methods of statistical analysis to study the factors that affect the level of satisfaction of the guests of the apartments of the daily rent. The main conclusion of this work was the confirmation of the assumption about the connection between the consumer satisfaction of individual attributes, overall satisfaction and loyalty. The most significant factors influencing the choice of a foreign hotel were: room, staff, value for money, service level, quality of food, catering services and location. It is important to note that, to the greatest extent, hotel guests were satisfied with the "number" factor. "Quality of food" and "provision of food services" are also important when choosing a hotel, but these factors were not satisfied enough, which indicates the need to improve food for Russian tourists in foreign hotels. On the example of this sample, the least significant factors were "fitness", "general presentation about the hotel" and "children". The level of satisfaction with these factors was also low. For consumers of hotel services, the "additional services" factor was not important, but, as the study showed, the level of satisfaction was low. Based on the findings, the author of this work made appropriate recommendations. The results of this study may be of interest not only to hotel managers and other hospitality enterprises, but also to tour operators in the field of outbound tourism.