Managing the quality of services offered by accommodation facilities during the Covid-19 pandemic and epidemiological threat

• Autorzy: Łukomska-Szarek, Justyna , Wójcik-Mazur, Agnieszka , Martynko, Anna , Warzecha, Żaneta
• Języki publikacji: EN

Abstrakty

EN

Purpose: The COVID-19 pandemic has left a significant mark not only in the area of health but also in the functioning of the economies of various countries. Strong influences of the pandemic are visible, among others, in the activities of accommodation facilities around the world. The main objective of the article is to analyse and evaluate the opinions of respondents on the quality of services offered by accommodation providers before, during the COVID-19 pandemic during the epidemiological emergency. The judgments of respondents were confronted with their ideas about the ideal entities in this industry, offering a satisfactory quality of services and guaranteeing satisfaction. Design/methodology/approach: The study is based on a review of available literature sources, industry reports and the results of our own empirical research carried out using the CAWI method based on a prepared questionnaire. The methodology of the empirical research was based on the SERVQUAL model and the Fiederman test. Findings: The survey found that respondents were dissatisfied with the quality of services provided by lodging facilities, both before, during the COVID-19 pandemic and during the epidemiological emergency, with little difference between perceptions and expectations. The highest level of dissatisfaction resulting from consumer feelings characterized the period of the COVID-19 pandemic. For the respondents, the most important sphere comprising the quality of customer ser-vice was the external appearance of the accommodation facilities, and the least important was the willingness to cooperate and trust (certainty). Originality/value: The article contributes to the expansion of the research topic of the quality gap of accommodation facilities.

Słowa kluczowe

PL

baza noclegowa; COVID-19; lockdown; stan zagrożenia epidemiologicznego; jakość

EN

accommodation base; COVID-19; lockdown; state of epidemiological emergency; quality

• Czasopismo: Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
• Rocznik: 2023
• Tom: z. 176
• Strony: 375--397
• Opis fizyczny: Bibliogr. 72 poz.

Twórcy

autor

Łukomska-Szarek, Justyna

• Częstochowa University of Technology,

autor

Wójcik-Mazur, Agnieszka

• Częstochowa University of Technology,

autor

Martynko, Anna

• Częstochowa University of Technology,

autor

Warzecha, Żaneta

• Częstochowa University of Technology,

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Identyfikatory

DOI

10.29119/1641-3466.2023.176.23