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  • Оценка влияния факторов на удовлетворенность клиентов качеством услуг организаций гостиничной индустрии

Article

Оценка влияния факторов на удовлетворенность клиентов качеством услуг организаций гостиничной индустрии

Микроэкономика. 2015. № 6. С. 64-71.
Корелина А. С.

The article presents the results of a content analysis of customers’ satisfaction by quality of services of hotels and hostels in Moscow. The clients’ opinions left on the specialized tourist websites, collectors of consumers’ opinions, formed research base for this content analysis. The author has constructed the multiple regression equation, which characterizes the cumulative influence on the overall satisfaction of clients by the services’ quality of the hostel of factors of consumers’ satisfaction, including the involvement of consumers in the value co-creation. The card of key factors of consumers satisfaction by services of the hostels was developed. In this card the key factors are grouped in accordance with importance level to the consumer and the degree of influence on the overall satisfaction by the organization.