Trijų žvaigždučių viešbučio ,,Kaunas City" teikiamų paslaugų kokybės vertinimas

Paulikaitė, Agnė

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Trijų žvaigždučių viešbučio ,,Kaunas City" teikiamų paslaugų kokybės vertinimas

Paulikaitė, Agnė

URI: http://dspace.kaunokolegija.lt//handle/123456789/2460

Data: 2019-06-12

Santrauka:

Ši tema yra aktuali, nes kiekviename viešbutyje labai svarbi paslaugų kokybė. Viešbutis siekia, kad jų teikiamos paslaugos būtų aukšto lygio ir tenkintų klientų lūkesčius. Teikiamų paslaugų kokybės įsivertinimas viešbučiui ,,Kaunas City“ leistų paslaugas patobulinti ir pritaikyti jas prie šiuolaikinių klientų poreikių.

Description:

The theme of the thesis is relevant, because what is very important in every hotel is the quality of service. The hotel seeks that their provided services would show the highest quality possible and fulfill the needs of their clients. The evaluation of the provided services of the hotel ,,Kaunas City” would allow them to improve their services and adapt them to the needs of our modern society. The problem of the thesis - ,,Kaunas City” is located in the centre of the city, where there is a lot of newly establishing and firmly standing older hotels, so the competition grows. The aim of this thesis is to evaluate the quality of the 3-star hotel ,,Kaunas City” and offer solutions on how to improve the service provided there. In this thesis there was used scientific literature and other information sources analysis, questionnaire, quality evaluation following the model of SERVQUAL and SSGG analysis. In the theory part of the professional bachelor work the service groups of hotels and a definition of quality of service and its features provided. Also in the theory part there can be found information about the criteria of evaluating the quality of service and 4 models following which, the service can be evaluated (GAP, SERVQUAL, RATER and Grönroos technical and functional quality evaluation model). In the practice part of the professional work there is information given about ,,Kaunas City”, the service provided by the hotel is put under consideration, the results of the questionnaire are analysed, the quality is evaluated using the SERVQUAL model, the SSGG analysis and conclusion is also provided. In the third part solutions and ways of improving for the hotel are provided. The results of this work are calculated using the questionnaire, SSGG analysis and quality evaluation using the SERVQUAL model. ,,Kaunas City“ guests, most enjoyed the breakfast served on time and the personnel of the hotel being pleasant and helpful. The worst rated part was the consideration of vegetarians, vegans and other special diets in their menu. It was shown that 48 proc. of the respondents rated the hotel very good, 54 proc. wishes were fulfilled adequately and 44 proc. of the clients had their expectations surpassed. The questionnaire also showed that 30 proc. of the questioned people had the biggest influence in choosing this hotel be the rating in Booking.com and other websites. ,,Kaunas City“ quality of service is rated great but there are ways to improve if you consider the specific needs of the client. In this hotel often the guests come from the nearby clinics thus some sort of more mobile communication service should be considered. Another suggestion would be to let the guests have a better rest by installing thicker curtains.

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