| Abstract [eng] |
According to scientific literature of Lithuania and foreign counties, master's thesis in theoretical and practical aspects are analyzed hotels quality in Lithuania. The theoretical part analyses about the service and quality of the concept, the analysis of service quality influencing factors of quality management specifics, service quality criteria, Hotels, purpose, staff performance of professional competence. Empirical research base consisted of 384 hotels service users in Lithuania. A study carried out as a survey in the Internet.In order to ascertain the quality of hotel services, was carried out quality assessment of the consumer's eyes in the hotels of Lithuania. To find out the quality of hotel services, respondents were asked to assess the scoring method SERVQUAL basic criteria: tangibility, reliability, responsibility, competence, security, sought to know the expected deviations and services received.Results of the study confirmed some authors conjecture, that hotel service quality affects the quality of hotel services and high level of service.High quality of hotel service attracts more customers. It was found that the analyzed hotel services offered in Lithuania are not satisfied with the quality and diversity of many users, as summing up all the scores of quality of service, the result obtained 63.78 percent for the expected services, and 63.25 percent for the services provided (difference -0.53 percent.). The shortcomings that were observed: orderliness in the rooms, security, staff performance, quality and price ratio. Thesis object - Quality and services provided of Lithuania Hotels The aim - to analyze the Lithuanian hotel service quality using SERVQUAL model and to provide guidelines for improving the quality of services. Work Tasks: 1. To review of the Quality of Service evaluation of the benefits and problematic aspects. 2. To review the service and the quality theoretical aspects. 3. To analyze the theoretical service management quality models and their relevance in evaluating the quality of hotel services. 4. Summarize the services of established accommodations. 5. Investigate the quality of service to consumers at hotels in Lithuania. 6. The evaluation of the results presented, provide the recommendations for improving the quality. After an investigation and in order to improve the quality of hotel services are recommended to seek different options and ways to develop the hotel service offerings to meet customer needs and expectations. Following the results of the study to improve the hotel services have been evaluated worst expectations. Following the results of the study show that the customers of hotels in Lithuanian are not satisfied with the quality of service as the summing up of all the quality of service survey points, the final score 63.71 percent. the expected services, and a small difference - 63.25 percent. services provided. Therefore, the assumption was confirmed that services which is offered of hotels in Lithuania are not satisfied with the quality and diversity of many users. The final work consists of 65 pages 40 sources, 14 pictures, 11 tables. |
