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Article

Концепция измерения качества оказываемых услуг в гостиничном комплексе

At the present stage of economic science development there is no single approach which allows to comprehensively assess the quality of services of the hotel complex. As a consequence it is not possible to fully assess the level of customer satisfaction. The concept of the services quality measuring, proposed in this paper, considers not only the shortcomings of existing methods, but also it is based on the use of economic, social, and mathematical sciences achievements. However, the main goal, which aimed this study is to set the detection level of the services quality compliance as for the institutional mission and also up to the national and international standards of hotel services quality.