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Consumers’ Perception of Hotel Service Quality

Summary/Abstract: The aim of the paper was to analyze the consumers’ perception of the quality of hotel services in Poland. The survey was conducted in 2017. Presented research results are preliminary studies, due to the sample size, which should be continued in the future in a larger community. It is worth noting that the worrying phenomenon is that almost half of respondents stated that the quality of hotel services provided in Poland is average. In the opinion of respondents the quality and the cleanliness of the rooms as well as the service of the facility mostly affect the level of quality. In turn, inaccurate room cleaning or rude and incomplete services were the most common reasons for dissatisfaction with hotel services. This is very important because the quality of relations with clients of the hotel has a significant impact on the decision they make regarding its reelection.

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