Исследование изменения ценности услуг и удовлетворенности потребителей на гостиничном рынке в рамках процесса импортозамещения

Финансы и бизнес. 2016. № 2. С. 83–90.

Nikitina O.

Exchange rate fluctuations of the years 2014-2016 resulted in significant changes for the Russian inbound and outbound tourism market. The most substantial changes of customers valuation of price-quality relationship became evident for the hospitality industry. This article introduces the results of the study conducted with the aid of big data from the web-based statistics of services rendered by hospitality industry in the period beginning in January 2013 and ending in February 2016, and of real customers reviews for these services. The author has conducted a comparative analysis of changes in Russian and international customers evaluation of services quality and value for the 1708 hotels in 8 major world tourist destinations, including Saint-Petersburg. The results of the study confirm significant competitive recovery of Russian hospitality industry (based on the Saint-Petersburg case study) comparing to hotels in several other major world tourist destinations — in the context of import substitution in Russia.

Keywords: туризм, электронная коммерция, потребительские предпочтения, tourism, большие данные, electronic commerce, big data, consumers preferences, воспринимаемая ценность, customer perceived value