ხასაია იზოლდა

ასოცირებული პროფესორი / დეკანის მოადგილე, ტურიზმისა და ლანდშაფტური არქიტექტურის დეპარტამენტი, აკაკი წერეთლის სახელმწიფო უნივერსიტეტი, ქუთაისი, საქართველო

სტუროდი ანი გრი

ასისტენტ-პროფესორი, ბიზნესისა და ინფორმაციული ტექნოლოგიების დეპარტამენტი, სამხრეთ-აღმოსავლეთ ნორვეგიის უნივერსიტეტი, ტელემარკი,

სასტუმროს მომსახურების ხარისხის კვლევა იმერეთში


Research of Hotels Service Quality (Imereti)

(სასწავლო პროცესისა და კვლევების ინტეგრაცია)


Introduction and aim: In order to ensure successful running and development of the hotel it is necessary to provide periodical study of the satisfaction of customers by the offered services and also their expectations.

Also through research can identify the need for additional services and get other useful information.

On the basis of analysis of the obtained data we will be make conclusions and recommendations that may be used by hotels for their correct and effective work.

But conducting of such researchers is related with material and time costs, therefore hotels in Georgia and in particular Imereti rarely spend it. University helps the hotels in the conduct of such research.

Research aim : Promoting the development of the Hotel business by improving the quality of the services.

Research methodology: Several Hotels will be selected and In accordance with to beforehand make questionnaire will be conducted customer survey. The conclusions and recommendations will be made based of the received data processing and analysis.

Results and implications: The study found:

- Parameters on which the hotel guests pay attention primarily during their service;

- That attracts customers in the service of this hotel;

- How customers evaluate the quality of the offered services.

Conclusion: 1. The improvement offered by the hotel the level and quality of services in the following directions: room cleaning, baggage / belongings storage service, delivery of the reference information (about transport, attraction, etc.).

2.There are gaps in the work of hotel staff, particularly on the following parameters: education (speech, gestures), courtesy, accommodation of guest

3. For customers, it is important to the existence of additional services in the hotel and their quality.

Keywords: reseach, tourist, hotel, quality of service

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