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Autor
Wojciechowska-Solis Julia (University of Life Sciences in Lublin, Poland), Mazurek-Kusiak Anna (University of Life Sciences in Lublin, Poland), Soroka Andrzej (Siedlce University of National Sciences and Humanities)
Tytuł
The Influence of Specialized Training on the Quality of Hotel Customers Service
Wpływ specjalistycznych szkoleń na jakość obsługi klientów hotelowych
Źródło
Acta Scientiarum Polonorum. Oeconomia, 2016, R. 15, nr 2, s. 173-185, tab., rys., bibliogr. 63 poz.
Słowa kluczowe
Konsument, Zachowania konsumenta, Strategia obsługi klienta, Szkolenie pracowników
Consumer, Consumer behaviour, Customer service strategy, Manpower training
Uwagi
streszcz., summ.
Abstrakt
Celem artykułu było wskazanie zmian, które dokonały się w jakości usług hotelarskich na przestrzeni ostatnich 10 lat na terenach wschodniej Polski. Starano się określić wpływ prowadzonych szkoleń z zakresu zarządzania satysfakcją klienta na poziom zadowolenia odwiedzających hotele. Badania przeprowadzono w 50 hotelach wschodniej Polski metodą Servqual w latach 2004 i 2014. Wykazano, iż specjalistyczne szkolenia kadry hotelowej są niezbędnym wyznacznikiem poprawy jakości oraz konkurencyjności polskich hoteli. Dzięki szkoleniom wzrasta jakość obsługi klienta, zwłaszcza jakość funkcjonalna. Hotele zlokalizowane we wschodniej Polsce nadal muszą poprawiać swoją jakość, szczególnie w obszarach materialnych, wiarygodności i zaufania. Należy rozszerzać infrastrukturę towarzyszącą w hotelach, dostępność komunikacyjną obiektów, szybkość i niezawodność obsługi gości, zadbać o prawidłowe zarządzanie relacjami w łańcuchach dostaw usług oraz zapewnić gościom szeroko rozumiane bezpieczeństwo. Dane były analizowane za pomocą programu Statistica 10 PL i metody Servqual. (abstrakt oryginalny)

The aim of the study was to identify the changes that have occurred in the quality of hotel services in the past 10 years in the area of eastern Poland. Efforts were made to determine the effect of trainings in managing customer satisfaction on the level of contentment of hotel visitors. The study was conducted in 50 hotels in eastern Poland in 2004 and 2014 using the Servqual method. It was shown that the specialised trainings of the hotel staff are an essential determinant of improvement of the quality and competitiveness of Polish hotels. The quality of customer service, particularly functional quality, increases thanks to the trainings. Hotels located in eastern Poland need to continue to improve their quality, especially in tangibles, reliability and confidence areas. The supporting infrastructure in hotels, transportation accessibility of facilities, speed and reliability of customer service should be extended, proper management of relationships in the supply chain services should be ensured and visitors should be provided with a broadly-understood safety. Data was analyzed using Statistica 10 PL and Servqual method. (original abstract)
Dostępne w
Biblioteka Główna Uniwersytetu Ekonomicznego w Krakowie
Biblioteka SGH im. Profesora Andrzeja Grodka
Biblioteka Główna Uniwersytetu Ekonomicznego w Katowicach
Biblioteka Główna Uniwersytetu Ekonomicznego w Poznaniu
Biblioteka Główna Uniwersytetu Ekonomicznego we Wrocławiu
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Bibliografia
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ISSN
1644-0757
Język
eng
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