INCREASING THE QUALITY OF SERVICES AS A TOOL FOR MANAGING COMPETITIVENESS OF A HOTEL ENTERPRISE

Abstract

Objective: to evaluate and ground the influence of hotel services quality on forming the competitive advantages of hotel enterprises. Methods: comparative analysis, summarizing, sociological poll, methods of pair comparison and visualization. Results: the necessity is grounded to increase the hotels competitiveness taking into account the quality of rendered services and market conditions; a matrix of pair comparisons is designed for criteria of hotel services quality basing on the values of relative importance scale. Scientific novelty: the scientific-methodological approach is developed for evaluation of criteria of the quality of rendered hotel services; its peculiar feature is to define the main criteria determining the quality of rendered hotel services from the customer’s point of view, as well as the vector of their priorities. Practical value: creating opportunities for forming competitive advantages of hotel enterprises and strengthening their competitive positions at hotel services market.

Keywords

• hotel enterprise
• quality of hotel services competitive advantage
• competitiveness