QUALITY OF HOTEL SERVICES: EVALUATION METHODS AND PRACTICAL APPLICATION ON THE EXAMPLE OF URBAN HOTELS

Abstract

The article examines modern aspects of hotel service provision and the assessment of service quality in the context of the hospitality industry’s development. Hotel services encompass temporary accommodation and additional services, the range of which is determined by the establishment itself. Modern hotels offer not only meals and lodging but also a wide range of supplementary services, from leisure and entertainment to sports and medical facilities. The demand for services is formed based on clients’ needs and financial capabilities, and the level of guest satisfaction directly affects the competitive position of the hotel. Analysis of scientific sources highlights the relevance of issues related to service quality management, as reflected in the works of O.A. Nikolaychuk, R.I. Aulina, Ya.S. Mysnik, I.M. Melnyk, T.V. Khymych, A.S. Kaplina, A.S. Pinchuk, and O.Ye. Atanasevych, who examine both theoretical and practical approaches to service quality assessment. The concept of “hospitality” encompasses a system of actions and rules aimed at satisfying visitors’ domestic, organizational, and cultural needs. Hotel service quality is considered a multidimensional phenomenon, including technical, organizational, economic, and emotional aspects, and is measured through quantitative and qualitative indicators. Modern quality assessment methods – differential, comprehensive, mixed, and integral – and criteria proposed by Parasuraman, Valarie, Zeithaml, and Berry are analyzed, covering reliability, safety, accessibility, confidence, presentation, professionalism, communication, responsiveness, courtesy, and openness to feedback. A practical study of the “Na Ozeri” hotel in Lviv and its competitors allowed identification of strengths and weaknesses in service provision and development of recommendations to improve service quality. Results indicate that attention to client needs, prompt responsiveness, and care for details create additional value for guests, foster positive impressions, enhance loyalty, and strengthen the competitive position of the hotel enterprise.