On research into the interdependence between service quality indices and a hotel’s business processes

Ekaterina Kuznetsova; Lyubov Morozova; Iryna Trusevich

doi:10.12737/4101

ON RESEARCH INTO THE INTERDEPENDENCE BETWEEN SERVICE QUALITY INDICES AND A HOTEL’S BUSINESS PROCESSES On research into the interdependence between service quality indices and a hotel’s business processes

АА Аа

Published in Services in Russia and abroad · Volume 8, Issue 3 · Pages 80–95 · Rubric: MAINTAINING THE SUSTAINED DEVELOPMENT OF SERVICE ACTIVITIES AS PRACTICED BY TOURIST BUSINESSES

DOI: https://doi.org/10.12737/4101

Received: 26.05.2014 Accepted: 26.05.2014 Published: 26.05.2014 Language of publication: RUS

Authors

Ekaterina Kuznetsova

Lyubov Morozova

Iryna Trusevich

Ekaterina Kuznetsova

Lyubov Morozova

Iryna Trusevich

ABSTRACT

The article covers the major technical and human factors (indices) determining hotel guest satisfaction, and proposes a questionnaire model. An analysis of the models of service quality and guest satisfaction assessment, a number of service quality assessment models employed by international hotel networks, and the Cause and Effect diagram developed by Ishikawa lead the authors to relate guest-satisfaction-determining factors to the hotel’s individual business processes. The authors have developed a Guest Questionnaire designed to reveal a guest’s evaluation of the “significance” and “perceived quality” of service provision for each of the factors identified. The authors also rely on Noriaki Kano’s model, which is widely used in managerial decision-making on issues concerning business-process improvement, to develop a methodology for hotel service factor significance evaluation. The hotel service factors most affecting guest satisfaction are grouped by the authors into (1) quantitative, (2), compulsory, (3) surprise, (4) neutral, and (5) reverse. According to the authors, when making decisions on business-process improvement, managers should take into account the processes related to qualitative and compulsory hotel service factors.

KEYWORDS

service quality, factors, business processes, response zone, guest questionnaire

Text

От правильного выбора факторов (элементов), влияющих на удовлетворенность клиентов гостиниц, зависит оценка «воспринятого качества» гостиничного обслуживания. Выбор этих факторов определяет и пути обработки данных анкетирования, принятие соответствующих управленческих решений и способы улучшения бизнес-процессов гостиницы с целью наиболее полного удовлетворения потребностей посетителей.

В процессе исследования факторов, влияющих на удовлетворенность клиентов, использовались:

в качестве прототипа – ряд моделей оценки качества предоставленных услуг, используемых сейчас в сетях ведущих отелей мира, таких как «Novotel» [9], «Rocco Forte» [11], «Radisson» [10] и др.;
причинно-следственная диаграмма Исикавы, которая позволяет провести логический анализ факторов влияния, хотя и не дает выражения значимости этих факторов в числовом эквиваленте;
элементы модели SERVQUAL;
модель оценки значимости различных гостиничных услуг Нориаки Кано в экспертном варианте [4];
привязка факторов, влияющих на удовлетворенность посетителей гостиниц, к конкретным бизнес-процессам [8, 1, 6].

1. Kononova, I.V. Vliianie chelovecheskikh i tekhnicheskikh faktorov na kachestvo uslug v organizatsiiakh gostinichnogo tipa [The impact of human and technical factors on the quality of service provided by hospitality enterprises]. Izvestiia Samarskogo nauchnogo tsentra Rossiiskoi akademii nauk [Bulletin of the Samara Scientific Center, Russian Academy of Science]. - 2008. - Vol.10. - № 3 (25). - p.967.

2. Mal’kov, E.D. Ekonomicheskie aspekty mezhdunarodnogo turizma [Economic aspects of international tourism]. Vneshneekonomicheskii biulleten’ [Foreign Economic Bulletin]. Moscow, 2009. - № 7. - p.256.

3. GOST P ISO 9000-2008. Sistemy menedzhmenta kachestva. Osnovnye polozheniia i slovar’ [Quality management systems - Fundamentals and vocabulary]. Moscow: Izdatel’stvo standartov Publ., 2008. - 69 с.

4. GOST P ISO 9004-2008 Sistemy menedzhmenta kachestva. Rekomendatsii po uluchsheniiu deiatel’nosti [Quality management systems - Guidelines for performance improvements]. Moscow: Izdatel’stva standartov Publ., 2008. - p.64.

5. Kume, H. Statisticheskie metody povysheniia kachestva [Statistical methods for quality improvement]. Moscow: Finansy i Statistika Publ., 2010. - p.291.

6. Taylor, F.W. Printsipy nauchnogo upravleniia [The principles of scientific management]. Problemy teorii i praktiki upravleniia [Theoretical and practical issues of management]. - Moscow, 2007. -№ 6. - p.129.

7. GOST P 50645-94 Turistsko-ekskursionnoe obsluzhivanie. Klassifikatsiia gostinits [Tourist and excursion service. Classification for hotels].

8. Wheeler, D.J., and Chambers, D.S. Statisticheskoe upravlenie protsessami: optimizatsiia biznesa c ispol’zovaniem kontrol’nykh kart Shuharta [Understanding Statistical Process Control]. Moscow: Al’pina Biznes Buks Publ., 2009. - p.408.

9. Upravlenie kachestvom: teoriia, metodologiia, praktika: materialy Vserossiiskoi nauchno-prakticheskoi konferentsii, Mordovskii gosudarstvennyi universitet im. N.P.Ogareva i dr. [Quality management: theory, methodology, practice: proceedings of an All-Russia research-to-practice conference held at Ogarev MordoviaState University]. Saransk: Krasnyi Oktiabr’ Publ., 2008.

10. GOST P 50646-94 Uslugi naseleniiu. Terminy i opredeleniia [Service for people. Terms and definitions]. Moscow: Izdatel’stvo standartov Publ., 2004.

11. Sharshavitskii, M.V. Problemy i puti razvitiia turizma [Tourism development: challenges and options]. Gosudarstvennoe upravlenie: praktika i perspektivy [State administration: practice and prospects]. - Minsk, 2009. - p.266.

JATS XML

Editor-in-Chief, editorial board chair

GOST

Kuznetsova E., Morozova L., Trusevich I. On research into the interdependence between service quality indices and a hotel’s business processes // Services in Russia and abroad. 2014. no. 3. pp. 80-95. DOI: https://doi.org/10.12737/4101. (Date of access 20.09.2026).

MLA

Ekaterina Kuznetsova, Morozova L., Trusevich I.. "On research into the interdependence between service quality indices and a hotel’s business processes." Services in Russia and abroad 8.3 (2014): 80-95. DOI: https://doi.org/10.12737/4101.

APA

Kuznetsova E., Morozova L., Trusevich I. (2014). On research into the interdependence between service quality indices and a hotel’s business processes. Services in Russia and abroad, 8(3), 80-95. https://doi.org/10.12737/4101

Chicago

Ekaterina Kuznetsova, Morozova L., Trusevich I.. "On research into the interdependence between service quality indices and a hotel’s business processes." Services in Russia and abroad 8, no. 3 (2014): 80-95. https://doi.org/10.12737/4101.

WIKI

{{cite journal | author = Kuznetsova E., Morozova L., Trusevich I. | title = On research into the interdependence between service quality indices and a hotel’s business processes | journal = Services in Russia and abroad | year = 2014 | volume = 8 | issue = 3 | pages = 80-95 | doi = 10.12737/4101 }}

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ON RESEARCH INTO THE INTERDEPENDENCE BETWEEN SERVICE QUALITY INDICES AND A HOTEL’S BUSINESS PROCESSES On research into the interdependence between service quality indices and a hotel’s business processes

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