The Gaps in the Quality of Hotel Services in Poland

Anna Mazurek-Kusiak, Boguslaw Sawicki
European Research Studies Journal, Volume XXIII, Special Issue 1, 1033-1040, 2020
DOI: 10.35808/ersj/1868


Purpose: The study's objective is to assess the perceived quality of hospitality services in Poland in the view of domestic and foreign customers by determining the gaps between the perception of service during a guest's stay at a hotel and the quality guaranteed by 3-star hotels. Design/Methodology/Approach: The research was conducted using the Servqual method in three-star hotels located in Poland. In the research process, 800 hotel guests participated. Findings: From the research conducted in Poland, there is a difference in the perception of hotel services between domestic and foreign guests. However, the tendencies are identical. It is proved by the perceived quality of services expressed with the values of the Servqual index calculated depending on the assessment of individual criteria by the two abovementioned groups of respondents who rated as definitely negative the criteria of tangibles, reliability, and assurances, with a positive rating for the criteria of responsiveness and empathy. Practical Implications: Practical implications concern the popularization of this research method, which, in the assessment of the quality of services, takes into account, first of all, consumer's satisfaction, becoming a simple way to obtain clear answers on the issue of adaptation of services to the customers' requirements. Originality/Value: Results of the conducted research indicate that enterprises, while providing substitute services on the intersectoral market are entering increasingly difficult requirements of shaping the market advantage (EU). There is an urgent need to activate demand preferences in this situation, mainly by improving the quality, availability, competence, timeliness, responsibility, and security of service provision.

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