| Abstract [eng] |
With reference to Lithuanian and foreign scientific literature, this Master’s paper analyses the service quality of Siauliai city hotels both in theoretical and practical aspects. The theoretical part reveals the understandings of services and quality, as well as factors determining the service quality are being analysed in this paper, the peculiarities of managing the service quality, assessment criteria, the usage of hotels, quality requirements and staff professional competencies. The practical part of the paper analyses the available services in Siauliai city hotels and their quality according to SERVQUAL methodology, presenting the overview of available service quality and the problems related to this, focusing on the consumer’s satisfaction and his realisation of the service quality. One hypothesis issued by the author is being confirmed that not all hotels in Siauliai city conform to the legal classification of requirements for provided services. We should also keep in mind that not all available services in hotels are listed on the internet websites. The second formulated hypothesis can be confirmed only partially that the service quality and diversity in Siauliai city hotels do not meet the demands of most of the consumers, because after summarising all points of service quality dimensions, the final result is 84.6% to the reference of expected service, and a small difference – 84.2% to the received service. Referring to the analysis in the theoretical part and research results, the final part of the paper provides conclusions and recommendations. |
