Svečių lūkesčių viešbutyje „Kaunas City“ vertinimas

Bajorinas, Adomas

Dspace pagrindinis
→
Studentų baigiamieji darbai - Studijų programos
→
turizmo ir viešbučių vadyba
→
Peržiūrėti elementą

Svečių lūkesčių viešbutyje „Kaunas City“ vertinimas

Bajorinas, Adomas

URI: http://dspace.kaunokolegija.lt//handle/123456789/797

Data: 2018-06-13

Santrauka:

Šio darbo tikslas – įvertinti “Kaunas city” viešbučio vartotojų lūkesčius. Tikslui pasiekti iškelti keturi uždaviniai: 1) atlikti literatūros analizę, siekiant apibrėžti paslaugų vartotojų lūkesčių sampratą, lūkesčius formuojančius veiksnius, įvardinti lūkesčių vertinimo kriterijus; 2) analizuoti viešbučio „Kaunas City” svečių lūkesčius formuojančius veiksnius; 3) siekti įvertinti viešbučio „Kaunas City” svečių lūkesčius, atlikti anketinę apklausą; 4) įvardinti priemones, didinančias vartotojų lūkesčių atitikimą. Įgyvendinant darbo tikslą ir uždavinius naudotasi dviem tyrimo metodais, t. y. literatūros analize ir anketine viešbučio klientų apklausa.

Description:

Bajorinas A. Assessing the Expectations of the Guests at the Hotel “Kaunas City”. Professional Bachelor thesis. Supervisor dr. R. A. Ligeikienė; Kaunas College. Faculty of Management and Economics, Tourism and Hotel Management Study Programme. Kaunas, 2018, 47 pages. The aim of this work is to assess the expectations of the users of the hotel “Kaunas City”. In order to achieve the aim four objectives have been set: 1) to conduct literature analysis in order to define the concept of service user expectations, the factors determining the expectations, and to identify the criteria for assessing expectations; 2) to analyse the factors which determine the expectations of the guests at the hotel “Kaunas City”; 3) to try to assess the expectations of the guests at the hotel “Kaunas City”, to conduct a questionnaire-based survey; 4) to identify the measures which enhance consumer expectations. In pursuit of the aim and objectives, two research methods were used, i. e. literature analysis and questionnaire-based survey of the hotel clients. After completing the research it was found that the main element which determines the successful performance of the hotels is the satisfaction of consumer expectations. Consumer expectations are affected by the price of the services offered, the ratio of reliability and quality standards, generosity of the staff, aesthetics of the environment, the ability to provide information, compliance with the standards, etc. Also, after a comparative analysis of the hotel “Kaunas city” with other hotels, it was found that the average rating of the hotel's “Kaunas City” customer rating on the Booking website is the highest. This means that customers’ expectations when choosing the hotel “Kaunas City” are higher than for other hotels in the same category and in a similar location. Meanwhile, the results of the questionnaire-based survey revealed that the dimensions of tangibility, reliability, sensitivity, and empathy exceeded consumer expectations, meaning that the services provided to users in these areas were of better quality than they expected. The dimension of reliability has been assessed negatively, which means that consumer expectations for the quality of the service were higher than the quality of the provided services. It has been determined that the presentation of the hotel does not always correspond to reality, the staff barely helps with individual issues, customers do not trust the staff and it do not always spend sufficient time to serve, sometimes the staff serves the customers too slowly and does not always provide the necessary information, the hotel registration is not always quick and performs successfully.

Rodyti visą įrašą