Implementation of a Quality Strategy Based on Customer Satisfaction Analysis. Case Study: Hotel Market

https://doi.org/10.31926/but.es.2021.14.63.2.4

Abstract

The quality of services in hotel management is crucial for the development of brand value and the growth of the customer base. Every hotel should strive not only to improve the quality of services but also to exceed customer expectations. Such a mentality is very beneficial especially for the field of hospitality management, where competition is constantly increasing. In light of this, research was carried out, in order to evaluate the quality of services provided within the Alpin hotel unit so that the company can acknowledge customer dissatisfaction and implement the appropriate quality strategy towards positive outcomes.