Управление гостиничным бизнесом города Москвы: анализ факторов, характеризующих потребительскую ценность отелей
Summary: In article, the factors which are influencing on customer satisfaction from hotel service have been researched. In research we suppose that customer satisfaction correlates with both his overall rating as well as separate components of his evaluation of services he got. Many of online booking services tend to use the same approach. They collect customer references and provide the benchmarks for hotels based on these references. We researched the influence of different components of evaluation on overall rating of Moscow hotels. As source we used the data from most popular booking service booking.com amended by information on location of hotels, price for room and supplementary services in hotel.