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Economic Analysis: Theory and Practice
 

Hotel services quality analysis on a process approach basis

Vol. 13, Iss. 26, JULY 2014

Available online: 8 July 2014

Subject Heading: METHODS OF ANALYSIS

JEL Classification: 

Pages: 10-16

Efremova M.V. Lobachevsky State University of Nizhny Novgorod - National Research University, Nizhny Novgorod, Russian Federation
emvnki@mail.ru

Chkalova O.V. Lobachevsky State University of Nizhny Novgorod - National Research University, Nizhny Novgorod, Russian Federation
chkalova63@mail.ru

The article studies an assessment problem of hotel services quality on the basis of a process approach. The offered method is of complex character. It aids to estimate quality of both separate (single) business processes and a general (cumulative) business process of a hotel facility as a whole on the basis of the developed procedures and quality indicators. The authors tested a process approach to a service quality assessment for room reservation by phone in the Nizhny Novgorod four-star hotels. The article contains some recommendations to hotel enterprises on improvement of organization of quality assessment on the basis of a process approach.

Keywords: quality assessment, indicator, hotel services, process, service, business process, process approach, hotel management

References:

  1. Gostinichnyi biznes Nizhnego Novgoroda: perspektivy razvitiia [Hotel business of Nizhny Novgorod: prospects of development]. Available at: Link. (In Russ.)
  2. Efremova M.V., Mel’nichkina N.V. Problemy i perspektivy razvitiia nizhegorodskogo rynka gostinichnykh uslug [Problems and prospects of development of the Nizhny Novgorod market of hotel services]. Marketing v Rossii i za rubezhom – Marketing in Russia and abroad, 2012, no. 3, pp. 3–12.
  3. Territorial body of Federal State Statistics Service in the Nizhny Novgorod region. Available at: Link. (In Russ.)

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ISSN 2311-8725 (Online)
ISSN 2073-039X (Print)

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