Konsumencka ocena jakości usług hotelarskich
Consumer assessment of the quality of hotel services

Summary/Abstract: The paper presents results of studies assessing the quality of customer service of one of the hotels of the Warmińsko-Mazurskie voivodeship. Consumer quality assessment has been made by identifying gaps in service and by estimating the indexes of satisfaction for the hotel and the three spheres of guest services, such as hotel services, staffs serving customers and ways of communications with customers. The obtained results show that customers mostly appreciate hotel staff; thus it is the most important driving force of high-quality services. In the clients’ assessment the hotel is perceived as offering high quality as evidenced by the high level of “Satisfaction Index” for the hotel. However, the sphere of hotel service, in particular: special promotional offers, price level, nightclub attraction and the quality of hotel rooms do not meet the expectations of customers. This is reflected in a lower level of the index compared to the other two spheres of service.

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