Wykorzystanie metody IPA do oceny usług hotelu SPA Kazimierski Zdrój w Janowcu

Abstract

Quality of services is one of the most important initiators of customers’ satisfaction, as well as their loyalty. Hence, hotel managers should know how to measure the quality of the services provided, as well as customers’ satisfaction. This paper identifies the results of a questionnaire survey to measure service quality in spa hotel Kazimierski Zdrój. Service quality was measured using 17 items, 5-point Likert scale questionnaire, distributed in 2016 to the hotel's guests.

Keywords

• spa & wellness
• IPA
• quality of services
• satisfaction
• hotel