Study On Service Quality Evaluation And Improvement Of Russian Hotels Based On Tourists’ Perception

It’s tough to fathom going on a trip without a place to rest and sleep.The assumption that a hotel is nothing more than a bed is utterly false and incorrect.A hotel is all about security,comfort,and service.It is the service that customers of lodging facilities pay the most attention to,as it frequently and significantly influences their pleasure with their stay.Travel habits have changed dramatically as a result of the advancement of contemporary electronic gadgets,technology,and travel-related websites.Before we travel,most of us research our lodging alternatives to discover the greatest fit for us.We consider not only the number of ratings,great photos,and reasonable pricing,but also the reviews and comments provided by other travellers.For many decades,service quality researchers have relied on widely established and widely used tools,one of which is the questionnaire.SERVQUAL,the first approach devised,is based on the ’gap’ concept and employs 5 dimensions(reliability,assurance,tangibles,empathy,responsiveness).Many more approaches were established after SERVQUAL as a foundation and were adjusted or refined.HOLSERV,DINESERV,LODGEQUAL,SERVPERF,and more acronyms were created.Researchers continue to dispute the validity of dimensions and the relationship between service quality and customer happiness.The significance of electronic WOM channels such as hotel booking sites is growing as internet technology advances.It is important to note that this impact is multifaceted:the hotel’s image;the quantity of bookings;the focus on service problems,which may be recognised by analysing customer feedback;and it is an excellent chance for hotel management to communicate with consumers.The purpose of this study is to discover the most essential components of service quality that impact hotel customers’satisfaction with this service at the conclusion of their stay.It will also ensure that the HOLSERV model is consistent with the findings of this study and will consider strengthening and supplementing the components already in place when analysing service quality.Another goal is to identify any elements that influence whether a hotel stay is favourable or bad.The purpose of this article is also to call hoteliers’ attention to the issue of online feedback monitoring and operational work with it.The examination of the data in my work will not only help us to determine the importance of service quality,but will also offer up new avenues for its investigation.Furthermore,we will be able to identify current problems and propose solutions.The study will employ a qualitative research technique,in which internet evaluations and comments from guests of four case hotels in Yekaterinburg-Hyatt,Novotel,Four Elements and Vysotsky-will be collected for subsequent analysis via text mining which use RapidMiner software.The uniqueness and specific scientific focus of this approach distinguish it from questionnaires,which have become standard in comparable research.Among the benefits is the ability to evaluate not only the overall service quality,but also the details:what influences guests’ evaluations more or less,what exactly determines positive or negative evaluation of service quality,and what existing problems are most frequently mentioned by guests in their comments.We will be able to not only make judgments about the service’s quality,but also assess in detail how well it matched expectations,what the following effect is,and if client complaints or negative remarks are addressed.The study’s relevant findings are produced in the conclusion,summarising the practical aspect of the research and identifying the vector for future development and research on the issue addressed.The most important details of a hotel recommendation in Yekaterinburg are the condition of the room stock,technical amenities,and communications.Breakfast and the food’s quality should be examined,employees should be carefully picked and trained,and online booking sites should be monitored to find out about difficulties the hotel has that customer did not complain about during their stay.These details can help improve the quality of service and increase customer loyalty.The study’s findings demonstrated a link between the HOLSERV concept and online customer feedback.The dimension "Tangibles" is the most representative for assessing the quality of service in Yekaterinburg hotels,but it was broken into three components:Room,Amenities,and Environment.The findings are practical and usable for managers and administrators,demonstrating the method’s worth and usefulness.