Marketing i Zarządzanie

Previously: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Problemy Zarządzania, Finansów i Marketingu

ISSN: 2450-775X     eISSN: 2353-2874    OAI    DOI: 10.18276/miz.2017.47-19
CC BY-SA   Open Access 

Issue archive / nr 1 (47) 2017
Criteria of hotel services quality evaluation in the opinion of tourists on the objects in Świnoujście and Jurmala examples

Authors: Joanna Hernik
West Pomeranian University of Technology in Szczecin, Faculty of Economics

Gunta Grīnberga-Zālīte
Latvia University of Agriculture, Faculty of Economics and Social Development
Keywords: seaside tourism tourists` expectations quality and development of services
Data publikacji całości:2017
Page range:11 (209-219)
Klasyfikacja JEL: M31 L83 Z32
Cited-by (Crossref) ?:

Abstract

According to NACE classification, tourism covers such areas as: accommodation, services related to food, activities of travel agencies, tour operator and other reservation service and related activities, arts and entertainment, operation of libraries, archives, museums and other cultural activities, as well as sports, entertainment and recreation. This means that tourism industry is very composed and differentiated, but a first place where a tourist goes after arrival is a place of accommodation, therefore in this article we analyze quality of accommodation offer in two selected cities located on the Baltic coast: Swinoujscie in Poland, and Jurmala in Latvia. In this article we aim to 1) build a list of shortcomings in shaping accommodation offer; 2) specify directions of necessary improvements, and 3) indicate differences between tourists` complains (expectations) in selected cities. To realize such defined aims, we have analyzed all negative opinions (more than 1700) published on the booking.com site, referring to 70 accommodation objects in Jurmala and 58 in Świnoujście.
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