Bachelors thesis

“SILK ROAD” International University of Tourism and Cultural Heritage



BACHELORS THESIS

Improvement of service mechanisms in a hotel enterprise on the example of hotels in the city of Samarkand.
Student: Mohinabonu Shoximardonova
Supervisor: Elena Salnikova

Samarkand, 2023

Abstract
This article discusses the topic of improving the quality of service in the hospitality industry, namely in the hotel industry in the example of Samarkand hotels. The main content of the study is an analysis of the factors affecting the assessment of the quality of service by hotel guests and the comparison of customer expectations with reality. After a long recovery of the tourism sector by the Covid-19 pandemic, much attention is now being paid to the introduction of new tourist offers and the improvement of the service process, as well as increasing the list of services in the hospitality industry. The relevance of the article lies in the fact that the improvement of the service mechanism is becoming a key factor in increasing visitors to another country and maintaining stability in the tourism market.
Purpose: The purpose of this study is to analyze how service can be improved in the hotel services sector in the example of Samarkand hotels and to identify factors affecting the assessment of services by hotel visitors.
Methodology. The right approach for this study was using the method of qualitative research. International tourists were individuals of face-to-face semi-structured interviews, which were chosen as the main method of collecting the data for this study.
Results. Three main themes emerged from the analysis of the data that was gathered, which was done by analyzing the respondents' opinions, perceptions, views, emotions, and feedback. The identified topics made it possible to understand the need to develop and improve the quality services in hotels and the importance of introducing new services.
Conclusions and implications. In conclusion, it can be said that some cases of prevention of consumption decrease due to the increase in the volume of services provided to visitors to participate in the tourism market elections are increased and included in the number of participants, which is the reason for the occurrence of an increase in the profitability of hotels.