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Article

АНКЕТИРОВАНИЕ КАК ОСНОВНОЙ МЕТОД СБОРА ИНФОРМАЦИИ В ГОСТИНИЧНОМ СЕКТОРЕ

Questioning guests to be an integral procedure of any facility in the hotel sector, so it can be considered as an important tool to collect a feedback from customers. While there are many different alternatives of obtaining information from the client, questionnaire is the most frequently used among all existing methods. However, the literature analysis of publications devoted to this question showed that there are no generally accepted principles or laws which should be the questionnaire for the most accurate and complete survey of the guest. This study aims to disclose the following tasks: identify how to use management tools to identify not only customer experience, but also to understand their expectations using the language of questionnaires; to establish which factor affects customer expectations and how to present it in the structure of the questionnaires. The results of this study give the professionals of the hospitality sector the opportunity to evaluate the questionnaire used today in practice, and also to improve it with the aim to increase customer satisfaction.