| Abstract [eng] |
The aim of this Master‘s thesis is to analyze the quality of services provided by Palanga city accommodation companies. Literature analysis was conducted in the first part of the work. In the second part, methodological requirements for qualitative research were examined. Qualitative study was conducted in the third part as well as Booking.com's comments were reviewed implementing content analysis. There are 9 distinguished categories that affect the quality of services provided by accommodation establishments, including hosts/staff, room, bathroom, location, recreation area, maintenance, provided services, quality of service, swimming pool. Of these 9 categories, subcategories of 33 positive and 34 negative comments were distinguished. Hosts/staff, room, bathroom, location and recreation area are the most important factors for client satisfaction. On the other hand, the same categories cause guest dissatisfaction. After the research, generalized recommendations for Palanga city accommodation companies are presented. |
