Evaluation of Services' Quality in Upper Silesia Accommodation Facilities
Abstract
This paper presents the results of study about impact of accommodation services' quality, particularly quality of work and qualifications of staff, on the guests' opinion, and thus promoting the accommodation facilities, and making a choice of a hotel in the Upper Silesia. The study involved 200 people, taking into account their gender, age, place of residence, education and occupational status. The research tool was a survey questionnaire. The results indicate close correlation between the quality of staff services (individual approach, aesthetics, discretion, understanding) and the customer is satisfaction. Particular attention was paid to the quality of service by the guests with high professional status, and higher education.
Keywords
Hotel services; Quality of services; Hotel industry; Customer satisfaction
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Uniwersytet Rolniczy im. Hugona Kołłątaja w Krakowie Poland
Uniwersytet Rolniczy im. Hugona Kołłątaja w Krakowie Poland
Uniwersytet Rolniczy im. Hugona Kołłątaja w Krakowie Poland
Górnośląska Wyższa Szkoła Handlowa w Katowicach Poland
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