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Student
Title
Supervisor
Faculty
Educational Programme
Final Grade
Year of Graduation
Mariia Shlykova
Evaluating Quality of Service Providing by the Hotel N
9
2018
The evaluation of the quality of services is a discussion topic for many authors. In addition, the service as a certain product of the organization, has a number of distinctive features compared to the product. The analysis of the literature revealed that the level of quality of the services provided is composed of a comparison of the desired and the perception of what was actually received.

The relevance of the research is that at the moment the Russian hospitality industry is in the development stage, therefore, organizations need to constantly evaluate the quality of the services provided to attract and retain customers and create a competitive advantage for the hotel.

The purpose of this study was to assess the quality of services provided by the hotel Ural.

To assess the quality of the hotel's services, an assessment of its competitive position in the Perm market was carried out, as well as an analysis of the feedback and a survey of SERVQUAL.

As a result of the regression analysis, it was revealed that such determinants of quality as "responsiveness" and "empathy" in the SERVQUAL poll have a similar level of influence on the overall quality of service in the hotel.

As a result, the proposed recommendations consist of the modification of the questionnaire, as well as of specific organizational arrangements. The proposed recommendations contribute to the development of assessing the quality of services in hotels and to the improve ment of the quality of services of the hotel Ural.

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