INFLUENCE OF PERCEIVED QUALITY ON THE OVERALL SATISFACTION EXPERIENCE OF HOTEL GUESTS

Abstract

The hotel industry has seen many changes in the last few years, some of which can be attributed to the quickening pace of technological advancement, shifting traveler preferences due to health concerns, and turbulent political and economic events that forced hotel management to place a premium on product and service quality. To thrive in a progressively cutthroat market, lodging establishments need to be prepared to adjust and tweak their operational procedures. Aware of the fact that users very quickly leave hotel accommodations whose services do not meet their expectations, needs, and desires and go to the competition. Therefore, prominent hotel chains, on the one hand, take into account the needs and wishes of their guests, and on the other hand, the quality of service in the hotel, but also the final destination, i.e. the very appearance and impression of the destination. In the hotel industry, achieving acceptable quality is a difficult process that calls for specific knowledge and abilities in every department as well as essential communication with hotel employees. Only consistently trained staff members who are committed to guest satisfaction can effectively manage quality in a hotel, which eventually boosts earnings, reduces expenses, and adds value to the establishment. This study looked into how a guest’s overall perception of the hotel and its services was affected by the expected caliber of that service. Hypothesis One: Perceived quality of service in a hotel is positively influenced by the hotel’s physical environment, attractiveness and construction of the destination, interaction with employees, and accompanying services and amenities in the hotel. Hypothesis Two: The pronounced heterogeneity of hotel service users, their motives for choosing a hotel, and the necessity of interactions with hotel staff are positively correlated with the perception of the level of service quality in the hotel. The paper will test hypotheses regarding the relationship between the physical hotel environment, its attractiveness, the destination’s construction, interactions with staff, and the hotel’s amenities and ancillary services and perceived quality of service. Simultaneously, an attempt will be made to ascertain the relationship between the reason for selecting the hotel and the perceived quality of services offered, as well as the importance of interacting and fostering a good rapport with service providers.