Service quality in hotel industry

Article OPEN
Mitreva, Elizabeta ; Miteva, Natasa ; Saneva, Dusica (2017)
  • Publisher: Faculty of tourism and bisiness logistics - Gevgelija, Macedonija
  • Subject: Economics and business | Other social sciences

Quality assessment is one of the greatest challenges of hotel industry. Given its complex nature, numerous technics help in quality measurement, assessment and management. Following this it can be achieved full quality management and with that sustainable business development to the satisfaction of all stakeholders. In service industries quality is measured according to consumers’ expectation and perception. The aim of this paper is to, through literature review, to get the importance of quality in hotel services and its connection with consumers’ expectation and perception. The analysis is done on the difference in expectation and perception of consumers in hotel service and their practical implication.
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