The impact of visitor segments on the perception of the quality of the product of accommodation establishments

Abstract

The aim of the paper is to evaluate differences in the quality perception among particular segments of demand. Data for analysis were collected by means of the questionnaire survey among clients of accommodation establishments. The research in accommodation establishments succeeded to identify four factors of the perception of quality of services provided in those establishments, when only accommodation and catering services were taken into consideration. Age appeared to be an important criterion for the evaluation the of the quality of offered services as the differences in the quality perception among particular age groups were proved for three of four identified factors of the quality perception. The factors are as follows: “environment of the accommodation establishment”, “hygiene in accommodation establishment”, “service in the catering part of the establishment” and “quality of the meals”. The duration of stay as well as the gender of the respondents influences the quality of perception only in the perception of the “quality of meal” factor. Compared to the duration of stay, the repetition of the stay is a considerably important factor in causing the variability of the answers on the rate of the quality perception. The purpose of travel was also proven to be a criterion affecting the rate of the quality perception of the first three factors, whereas the impact of the criterion “client’s travel companionship” was proven in case of the first and third factor.

Keywords

• quality perception
• tourism
• accommodation
• catering
• service