Viešbučio „Best Baltic Kaunas“ paslaugų kokybės tobulinimo galimybės

Raziūnaitė, Modesta

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Viešbučio „Best Baltic Kaunas“ paslaugų kokybės tobulinimo galimybės

Raziūnaitė, Modesta

URI: http://dspace.kaunokolegija.lt//handle/123456789/733

Data: 2018-06

Santrauka:

Paslaugas teikiančiai įmonei, norinčiai pasiekti ilgalaikę ir stabilią verslo sėkmę, būtina sąlyga – paslaugų kokybė. Šiame kontekste kyla klausimas, ar viešbučio „Best Baltic Kaunas“ paslaugų kokybė atitinka klientų lūkesčius ir kokios šių paslaugų tobulinimo galimybės? Šiame darbe aptariama paslaugų kokybės sąvoka, klientų aptarnavimo kultūra, standartai, paslaugų kokybės gerinimas, pateikiama viešbučio „Best Baltic Kaunas“ charakteristika, atlikto viešbučio paslaugų ir aptarnavimo kokybės tyrimo metodika, analizuojami tyrimo rezultatai. Projektinėje dalyje pateikiami pasiūlymai viešbučio paslaugų kokybei gerinti bei sudaroma paslaugų kokybės gerinimo programa

Description:

Modesta Raziūnaitė. Professional BA thesis. Service’s quality improvement possibilities in „Best Baltic Kaunas“ hotel. Supervisor Lecturer Virginija Piligrimienė. Kauno Kolegija/ University of Applied Sciences, Faculty of Management and Economics, Department of Administration. Kaunas, 2018. 50 pages. Description of the professional BA thesis. The quality of services is important in every company which is seeking to be profitable. This applies to service industry because one of the most important ingredients for this kind of business is a happy customer. Recently service business has been expanding, demand was increasing. In this case competition between companies has also increased. It is important to make sure that company’s services are high quality and meets all the needs of customers. The main problem of the (professional BA thesis). A company which provides services and want to achieve long-term and stable business success is a prerequisite for service quality. In this context the question arise as to whether the service quality in hotel „Best Baltic Kaunas“ meets the expectations of it’s customers and what are the opportunities to improve hotel’s services? The aim of the (professional BA thesis) – to evaluate the quality of „Best Baltic Kaunas“ hotel’s services and provide opportunities for improvement. Methods of the (professional BA thesis). Analysis, systematization and synthesis of theoretical, scientific and publicist literature, questionnaire, interview, observation, analysis of documents. The structure. This document consists of three main chapters. Theoretical part discusses quality of services, customer service standards, ensurance of service quality. The second chapter presents hotel „Best Baltic Kaunas“. Also the analytical part discusses the methodology of the research about „Best Baltic Kaunas“ hotel’s services and their quality. This part analyses the results of this research. The project part presents offers for „Best Baltic Kaunas“ hotel so this hotel could improve the quality of services and it could establish this program to improve them over 3 year period. Results. The main result is the program which will help to improve the quality of services in „Best Baltic Kaunas“ hotel. It was created depending on all client’s and staff’s offerings. This program says how much funding should be allocated for computer equipment, personal training, to extend working hours in the restaurant and SPA area and update restaurant’s equipment, to put a coffee machine in the reception. The work consists of 50 pages, 18 tables, 12 pictures, 28 references and sources of information, 8 appendices.

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