Development and application possibilities of evaluation methods of customer satisfaction in tourism enterprises
2007
Medne, I., University of Latvia, Riga (Latvia)
English. The article highlights the most important methods of consumer satisfaction measurements, which can be used in service enterprises, especially in hotels and other hospitality enterprises: service encounter analysis methods, documentation and evaluation of guest reclamations, questionnaire surveys. The article presents and analyses the results of the survey characterizing the present state of guest satisfaction evaluation in Latvian tourist accommodation establishments - hotels and guest houses. Based on analysis of the hotel survey and the analysis of characteristics of hotels the author recommend to develop and introduce systematically and regularly customer satisfaction monitoring in Latvian hotels and Latvian internal tourism. The author proposes to introduce a 5-dimensional customer satisfaction evaluation model in Latvian hotels that allow estimating the customer satisfaction index (CSl), to evaluate changes and to compare CSI between individual hotels and average CSI of industry.
Show more [+] Less [-]Latvian. Šajā rakstā apskatītas dažādas klientu apmierinātības noteikšanas metodes, to lietošanas iespējas tūrisma uzņēmumos, galvenās priekšrocības un trūkumi. Publikācijā analizēti pētījuma rezultāti, kas iegūti aptaujājot Latvijas viesnīcu un viesu namu tirgvedības speciālistus. Noslēgumā tiek piedāvāts Latvijas tūristu mītnēs ieviest vienotu klientu apmierinātības novērtēšanas 5 dimensiju modeli, kurš ļautu noteikt klientu apmierinātības indeksu, novērtēt tā dinamiku, kā arī salīdzināt to ar citu viesnīcu un nozares vidējiem rādītājiem.
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