Bachelors thesis

The influence of service quality on the efficiency of hospitality industry enterprises.
According to the research of Nikolskaya E.Yu. (2015), at this stage of development, a number of methods for assessing the quality of service were developed, including questionnaires, quality centers, SERQUAL, the Delphi method and the "mystery shopper" method.
Questioning is one of the methods of written research, which serves to obtain information about the typicality of a particular phenomenon.
Quality centers (quality circles). All Quality Circles are managed by a steering committee headed by a quality manager.
Mystery shopping is an effective type of marketing research used to evaluate customer service processes with the help of specially trained people (mystery shoppers). Mystery shoppers conduct checks by pretending to be real customers and recording the process of their visit in detail. This method is used not only to check goods in person, but also by phone or via the Internet. Mystery shoppers check the quality of customer service, compliance with standards and rules, compliance with instructions and rules for the provision of services, appearance assessment, staff behavior in case of conflict, waiting time for an answer to the phone and answers to questions, assessment of courtesy, cleanliness of premises and equipment, work schedule. This method is used to collect information about competitors.
The concept of "expectations minus perception"; The method is named after two English abbreviations SERV - "service" and QUAL - "quality", based on the divergence model (GAP-model), developed by the authors in the 1980s V.A. Zeitgaml, A. Parashuraman and L.L. Berry. The authors of SERVQUAL tried to create a universal methodology for assessing the quality of services from the point of view of the consumer of services. They came to the conclusion that the perceived quality of services is determined by the discrepancy between the expectations of customers and the actual perceived quality. When expectations exceed the perceived level of service, customers become dissatisfied and rate the quality of service as poor. When the quality of the service exceeds expectations and the service is perceived as very good, customers are satisfied.
The Delphi method allows you to choose the best and most acceptable alternative from a variety of proposed alternatives. Members of the consumer group evaluate each alternative in a particular order. Each alternative is ranked in descending order by what they consider most important. Each alternative is then scored on a 10-point scale according to the costs associated with the particular nature of the defect. The highest score is one. Finally, the two results for each alternative are multiplied by each other and added together. The root cause is identified by the one with the smallest amount.
Conclusion
For the satisfaction of visitors to the hotel, some factors affect which primarily include the type of service, tangible service or intangible. If we are talking about an intangible type of service, then the quality of the services provided by the hotel staff is important here, as well as the professionalism of the staff serving the guest. If the quality of the service is at a high level, then naturally the guests of this hotel are highly satisfied with the service. This thread continues with good reviews from guests about the hotel, the number of new guests increases, which serves to increase the profits of the hotel.