| Abstract [eng] |
The tourism service quality research, evaluation and enforcement problems are formulated, theoretical and practical accommodation services control researches of various Lithuanian and foreign authors are analyzed and summarized, quality research models are represented in Master’s work. The problematic issues related to tourism service quality evaluation factors and criteria are examined in detail, the most appropriate models of service hotel business and use of appropriate quality assurance process management. The analysis of features of tourism services system is done, the essential points of the accommodation enterprises’ services quality assessment models are revealed, assessed service quality in Klaipeda city accommodation enterprises (hotels) according to state regulation, the provider and consumer levels, and improving lines for the quality of the service are proposed. Partially confirmed the author formulated a research hypothesis, that the city of Klaipeda accommodation enterprises’ quality of service meets consumer expectations - consumers are satisfied with the quality of service provided. |
