| Abstract [eng] |
Master's thesis examines service quality of Siauliai hotels („Turnė“, „Šaulys“, „Saulininkas“, „Tomas“, „Medžiotojų užeiga“, „Šiauliai“) which is based on customer survey results. The object of this investigation is service quality of restaurants hotels‘in Šiauliai city. The aim has been raised through an online questionnaire to examine customers' views on service quality of hotels restaurants‘and also to offer restaurants a quality improvement perspective. The theoretical part of this work describes service and hospitality industry concepts, and the main models of service quality. There is given a hotel and hospitality industry cohesion. Furthermore, the specificity of food services is being discussed and also its quality of the evaluation criteria. The quality of customer service and its evaluation is briefly defined. The base of the empirical research is composed of 145 respondents who are hotels restaurants’ customers in the city of Šiauliai, and who uses the analyzing hotels provided services. The study was accomplished using a questionnaire survey on the internet. To find out the reasons why customers visit hotels restaurants, they were asked to mark the answers in the sequence of importance to show possible causes. To find out hotels restaurants’ service quality the respondents were asked to evaluate the criteria related to technical and functional service quality and scoring criteria underlying SERVQUAL: responsiveness, reliability, tangibility, empathy and authenticity, in order to know the differences between expected and received services. The investigation results confirmed two scientific hypotheses: 1. The quality of food and high standard of service has the biggest impact on quality of hotels restaurants’ service. 2. The high quality of provided services of hotels restaurants’ attracts not even hotel customers but also inhabitants and guests of the city. It was also investigated that the quality of provided services of hotels restaurants’, according to the customers answers, are being valued quite well. The deficiencies which have been noticed are: the procedure, security, the lack of staffs’ qualification and the detection of individual customers' needs. |
