Bachelors thesis

Ключевые слова: индустрия гостеприимства, сервис услуг, гостиничные услуги, качество обслуживания

Table of Contents:

Titles	Page number
1. Preliminary Pages
Cover Page	i
Abstract (Summary in the language of the project)	ii
Abstract (Summary in the mother tongue)	iii
Table of Contents	iv
2. Chapters
Chapter One: Introduction	1
Chapter Two: Literature Review	5
2.1 Variety of services.	5
2.2 The role of training for hotel staff	7
2.3 Influence quality service on satisfaction guests	8
2.4 Significance of service levels with increasing hotel profitability	9
2.5 Methods for assessing the quality of service	10
Chapter Three: Methods	12
3.1 Research design	12
3.2 Research approach	12
3.3 Sample	14
3.4 Data collection	14
3.5 Data analysis	15
3.6 Types of questions to be used in the study	15
Chapter Four: Results and Discussion	17
4.1 Profile of the respondents	17
4.2 Themes that have been identified in the process of studying of data collection	18
Chapter Five: Conclusion and Recommendations	21
5.1 Discussion of the Results	21
5.2 Recommendations for further research	22
3. References	23
4. Appendices
List of tables	24
List of figures	24

Chapter One: Introduction
Currently, the tourism industry occupies one of the leading places in the dynamically developing sectors of the economy, which is a profitable source for leading countries where tourism is at a developed level. The tourism sector has a great impact on the country's economy, which is the reason for the constant growth in the importance of tourism throughout the world. According to the World Tourism Organization, tourism today is one of the most profitable and dynamic sectors of the world economy. In terms of profitability, it is second only to the extraction and processing of oil. Tourism accounts for about 6% of the world's gross domestic product, 7% of global investment, 16% of employment, 11% of global private consumption and 5% of all tax revenue. Therefore, in many countries, the tourism industry is actively developing with state support (Kazybaykyzy A., Mukhanova A., Smagulova Zh., 2015)
International tourism plays several important roles in the economy of a particular country, which include:
• tourism is a source of cash income for the country and a means of creating jobs;
• tourism increases the country's contribution to the balance of payments and GNP;
• tourism contributes to the diversification of the economy by creating industries that serve the tourism industry;
• the growth of employment in tourism increases the income of the population and national wealth. Aziz Abdukhakimov, who previously worked as the Minister of Tourism and Cultural Heritage, assesses the success of the tourism industry in the country by adopting 68 regulatory legal acts aimed at developing the tourism industry. The acts include the creation of the State Committee for Tourism Development, its division into departments of tourism management in the regions, as well as the creation of a certification center for tourism services, a tourism development institute, a national PR center, etc. The results of these reforms can be seen in the active development of the tourism business, in the diversification of new types of tourism and in the increase in the number of hotels and accommodations. The Spanish media in its international publication “El Mundo Financiero” published an article “President of Uzbekistan Shavkat Mirziyoyev: “Samarkand will become a new gateway for tourism in Uzbekistan” at the end of September 2022. It refers to the large-scale work carried out for the development of the tourism industry. To achieve the goal, the necessary conditions are created, such as: simplification of the rules for issuing visas to tourists, a 90% reduction in land tax and property tax for enterprises, as well as the establishment of a social tax rate and turnover tax for enterprises in the amount of 1%. Since 2022, there has been a recovery in the tourism sector in the country after the pandemic. Proof of this can be the increase in domestic tourists by 3.5 times, and foreign tourists by 3 times compared to 2021. The number of accommodation places reached 125,000, a 3-fold increase compared to 2017, and it became possible to register guests electronically. The creation of a tourist infrastructure built for the summit of the Shanghai Cooperation Organization (SCO) in the city of Samarkand can be called a great success in the current work. This multifunctional center is called the Silk Road tourist complex, which includes 8 world-class hotels, comfortable public spaces, parks, recreation and sports areas, the Eternal City complex, conceptual restaurants, cafes and bars, a congress hall, an amphitheater and many other objects.
In order to improve the quality of service, specialists from the Tourist Services Certification Center have developed a new state standard Oʻz DSt 3296:2022 “Tourist services. Accommodation facilities. Point system of classification" based on the international standard Criteria 2020-2025 of the company "HotelstarsUnion", which presents a point system for classifying the star rating of hotels to obtain the corresponding category of the hotel. To receive a "star" for a hotel, hospitality enterprises must meet 138 requirements when evaluating hotels.
The hospitality industry is an integral part of the service sector and one of the most important and dynamic sectors of the modern world economy. In the modern world, one can observe a significant expansion of the service sector. One of the main services of the hotel business is the provision of temporary accommodation for people. At the same time, hotel rooms must meet the standards, as well as clean, comfortable and provide the necessary services in accordance with their star categories.
Studies have shown that acquiring a new client is five times more expensive than retaining an old one (Vinokhodova Ya., 2017). She notes in her work about revealing statistics, for those who do not want to change anything in the quality of services. The statistic is that 91% of dissatisfied customers never return to a hotel. In addition, they will talk about their negative experience to at least nine other customers, but 54-70% of guests will come back if their complaints are resolved. This figure can reach 95% if problems and complaints are resolved immediately.
1.1 Preface
As one of the famous cities of Uzbekistan, Samarkand is a popular destination for international and local tourists. An important role is played by the historical sights of the city that the infrastructure around these buildings has been improved. Today, the hotel industry, which provides visitors with temporary accommodation, also plays an important role. In this paper, the problems and shortcomings of Samarkand hoteliers in providing services to visitors are identified. The article considers the process of assessing the quality of hotel services as the main factor in the development of the hotel industry.