STATE OF THE HOTEL SERVICES QUALITY IN THE CHERKASY REGION AS A TOOL FOR THE HOSPITALITY SECTOR DEVELOPMENT

Abstract

The article considers the overall quality state of hotel services in the Cherkasy region, as the basis of a hotel service that encompasses a whole range of services for tourists. The quality of hotel services is a crucial factor in the development of hotel activity and tourism in the Cherkasy region and in Ukraine. The hospitality industry, especially the hotel sector, has long recognized the paramount importance of providing high-quality services to meet the ever-changing expectations of customers. Analysis of the quality of service in the hotel industry, identifying their shortcomings and advantages is of a great importance for the effective improvement of work organization. The problem of implementing in the management systems of domestic hotel complexes modern effective management models that would comply with world standards is due to the need to provide high-quality services to customers, the urgency to ensure the safety of customers and service personnel. The quality of service provision is critically important, since it is the quality that determines the extent to which guests will enjoy their vacation and travel, and indirectly determines the level of competitiveness of the establishment and Cherkasy region as a whole in the tourist market of Ukraine. To analyze the quality of hotel services, the SERVPERF method is used, which is based on the customer’s perception of the actual level of service compared to one’s expectations. This method includes comparing perceptions and expectations, evaluating the service from the client’s perspective. The article includes an analysis of customers’ ratings received via the Booking.com platform, where ratings and feedbacks of real guests who stayed at the hotels in the Cherkasy region are presented. The quality of service provision is examined according to different categories which directly affect the overall quality assessment.