Managing Customer Satisfaction with Hotel Services: the Country Dimension

This study is devoted to the study of factors of satisfaction of the guests of four-star hotels, taking into account their country affiliation. The purpose of this master's thesis is to develop practical recommendations for improving the level of customer satisfaction of hotel services, taking into account the identified country differences. In the framework of the stated goal, the following main tasks were accomplished: - develop a parser / parser in the Python programming language to collect feedback from the Booking.com site; - to identify the existence of a relationship between the variables "country of origin" and "overall rating in the recall for the hotel"; - explore the degree of detail reviews of guests from different countries; - to develop a classification of factors affecting consumer satisfaction in the hospitality industry, based on the reviewed scientific literature and analysis of feedback; - to visualize the data obtained as a result of the analysis of feedback on the countries under consideration in accordance with the developed classification; - formulate conclusions and develop practical recommendations for increasing guest satisfaction, taking into account country differences. The main conclusion of the work was the confirmation of the dependence between the guest's country of residence and its assessment in the online recall and its content. The revealed patterns allowed us to propose a set of measures to increase the level of satisfaction of guests from different countries. The results of the research work involve adjusting areas for training and developing hotel staff, as well as introducing new additional tools for staff interaction with guests from different countries in order to establish an individual approach to serving guests and anticipating their desires.