| Title |
Klaipėdos rajone apgyvendinimo paslaugas teikiančių organizacijų paslaugų kokybės vertinimas |
| Translation of Title |
Measurement of service quality in hospitality organizations in Klaipėda County. |
| Authors |
Šunokaitė, Eglė |
| Full Text |
|
| Pages |
57 |
| Keywords [eng] |
service quality ; customer satisfaction ; quality determinants ; hotel quality dimensions ; text mining |
| Abstract [eng] |
The customer perceived service quality in the hospitality organizations of Klaipėda County was examined in this work. The purpose of the thesis is to analyse the theoretical aspects of the service quality and analyse the quality of hospitality services in Klaipėda county. The concept of the quality and its dimensions were analysed and the service quality models and the systems were examined in the first part. A total of 40419 reviews, written by online consumers based on their own hotel stay experience, were collected and content analysed using a qualitative and quantitative methods. A service quality dictionary for hospitality organizations in Klaipėda County was created and applied to analyse the service quality. |
| Dissertation Institution |
Klaipėdos universitetas. |
| Type |
Master thesis |
| Language |
Lithuanian |
| Publication date |
2020 |
