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Konsumencka ocena jakości usługi hotelarskiej

Walczak M.

Zeszyty Naukowe Akademii Morskiej w Gdyni

2004

nr 51

79-82

W niniejszym artykule poddano analizie jakość usług hotelarskich z punktu widzenia konsumenta. Przedmiotem badań były informacje uzyskane z ankiety hotelowej, udostępnionej gościom w jednym z hoteli w Bydgoszczy.

In above article, the author has described an introduction process, in handing out the enquiries, in one of the hotels in Bydgoszcz. Those enquiries were supposed to help in evaluating the quality and the standard of the hotel's services. As they contained a lot of useful information, they were very helpful to the owners and management of above mentioned hotel. The author get known with the hotel's enquiries from 1999 till 2003, which were kept in hotel's archives. On the grounds of those materials the author start the statistical researches. Furthermore some of those enquiries contained, very important, especially for management, comments and suggestions how to improve the services, and also it gave a conclusion which questions should have place in those kind of enquiries in the future.