Measures to improve the quality of hotel services

Abstract

This article aims to exemplify how, starting from the evaluation of customer satisfaction with service quality, the hotel units’ management, can apply different measures and strategies to improve it. To achieve the target, a marketing research survey is conducted based on a sample of 120 customers of Hotel „Kronwell” at the end of 2013. After analyzing customers’ responses a series of measures have been taken to improve the quality of services offered by this hotel, then at the end of 2015, new research was achieved, based on the same questionnaire. The results of this research highlight the increase in customer satisfaction as a result of improving the quality of hotel services, supported by growth in net profit, turnover, and a decrease in employees number.