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Student
Title
Supervisor
Faculty
Educational Programme
Final Grade
Year of Graduation
Natalia Cherkasova
The Hotels` Service Quality Influence on Customer`s Satisfaction
Management
(Bachelor’s programme)
2018
Today, one of the main trends in hospitality market in Saint-Petersburg is the growth of domestic and inbound tourism. The positive dynamics of market’s growth causes increasing competition between hotels.

The key factors of maintaining competitive advantage in tourism sector are quality customer service and their high satisfaction level.

The purpose of this work is to identify key elements of service quality, which influence mostly the customer satisfaction on the case of 3-star hotels in Saint-Petersburg.

In order to achieve the goal, the data is collected on the customer satisfaction with the quality of service, using questionnaires in 12 hotels of this city, as well as interviews with hotel managers.

The data is analyzed, using correlation and regression analysis in SPSS.

After analysis, the problem zones in the service of selected hotels are identified and the recommendations for improving quality of service is developed for future improvement of customer satisfaction.

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