HOTEL SERVICES QUALITY ASPECTS

2021 ◽  
pp. 97-113
Author(s):  
Yuliia Navrozova ◽  
Keyword(s):  
Services Quality ◽  
National Standard ◽  
Quality Aspects ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Quality Mark ◽  
Relationship Of ◽  
Strategic Quality Management ◽  
The Relationship ◽  
The City

The article defines the concept of hotel service quality as a set of properties and characteristics of hotel services, formed by the relationship of all stakeholders in their provision, potentially or actually able to most effectively meet the established and expected needs of customers. Comparison of requirements for hotel categories set by standards of different countries: Criteria 2015-2020 HotelStars system, The Diamond standard, National rating Quality mark from TGCSA, State Russian system and Ukraine DSTU 4269: 2003 showed a certain obsolescence and irrelevance of the requirements of the National standard for certain criteria. In addition, DSTU 4269: 2003 does not have a block of quality indicators.In Ukraine in 2019, 131 hotels were inspected for compliance with the National Standard, which is three times more than the previous year (43 in 2018), most of which were set the category of «4 stars» – 48. The leader in the total number of surveyed hotels is the Kiev region – 34 hotels. The Kiev region is also the leader in the number of hotels, which were awarded the category of «3 stars» – 14 hotels and «4 stars» – 13 hotels in 2019. According to the number of hotels, which were awarded «5 stars», the leader was the Odessa region – 8 hotels in 2019 received this status mainly in the city of Odessa.The choice of hotel services quality aspects is a priority in its evaluation. The author proposes to expand the list of criteria according to the SERVQUAL methodology and to assesses the hotel services quality in terms of materiality, tangibility, reliability, safety, responsiveness, cogency, speed, empathy, accessibility, flexibility, guarantees, strategic quality management and quality control.Each of the 12 quality aspects is revealed by a set of individual quality indicators and determined by a comprehensive indicator, will calculate the integrated level of hotel services qua-lity, assess indicators in dynamics and in comparison with other hotels, and in the future assess the readiness of hotels to reach the international level.Keywords: quality, hotel, service, aspect, standard, category.

scholarly journals Service Quality, Brand Attributes, Satisfaction and Loyalty of Guests Staying at Le Meridien Hotel Bali Jimbaran

2021 ◽  
pp. 97
Author(s):  
Luh Putu Triyanti Ariestiana Dewi ◽  
Agung Suryawan Wiranatha ◽  
I Gusti Ayu Oka Suryawardani
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Hotel Service ◽  
Guest Satisfaction ◽  
Brand Attributes ◽  
Hotel Service Quality ◽  
Relationship Of ◽  
The Relationship ◽  
Made In

Guest satisfaction and loyalty become an indicator of the success of a hotel. Service quality and brand attributes are two components that related the satisfaction and loyalty of guests who stay at the hotel. The purposes of this study were 1) To analyse the relationship of service quality and brand attributes to the satisfaction of guests staying at the Le Meridien Bali Jimbaran hotel, 2) To analyse the relationships of service quality and brand attributes to the loyalty of guests staying at the Le Meridien Bali Jimbaran hotel, 3) To analyse the satisfaction of the guests staying at the Le Meridien Bali Jimbaran hotel. This research used quantitative method involving 100 guests who stayed overnight as the respondents. Sampling was done by accidental sampling and analysis using Structural Equation Model (SEM) with SmartPLS 3.0 software. The results showed that 1) Service quality had a significant effect on satisfaction, 2) Service quality had no significant effect on loyalty, 3) Brand attributes had a significant effect on satisfaction, 4) Brand attributes had significant influence on loyalty, and 5) Satisfaction has a significant effect on loyalty. Suggestions that can be made in this study that hotel should support loyalty, maintain and pay close attention to brand attributes that need to be improved and guest mindset influence, as well as the should find other aspects that can support and increase guest loyalty.

Wenn stadtpolitische Bewegungen das Terrain des Staats betreten

2018 ◽  
Vol 48 (191) ◽  
Author(s):  
Jonathan Diesselhorst
Keyword(s):  
Social Movements ◽  
City Government ◽  
Housing Policies ◽  
Hierarchical Decision Making ◽  
Urban Social Movements ◽  
State Apparatus ◽  
Hierarchical Decision ◽  
Relationship Of ◽  
The Relationship ◽  
The City

This article discusses the struggles of urban social movements for a de-neoliberalisation of housing policies in Poulantzian terms as a “condensation of the relationship of forces”. Drawing on an empirical analysis of the “Berliner Mietenvolksentscheid” (Berlin rent referendum), which was partially successful in forcing the city government of Berlin to adopt a more progressive housing policy, the article argues that urban social movements have the capacity to challenge neoliberal housing regimes. However, the specific materiality of the state apparatus and its strategic selectivity both limit the scope of intervention for social movements aiming at empowerment and non-hierarchical decision-making.

Reconceptualizing the Public Spaces of New Urban Areas in Hanoi: The End or the New of Public-Making?

2021 ◽  
Vol 12 (1) ◽  
Author(s):  
Minh-Tung Tran ◽  
◽  
Tien-Hau Phan ◽  
Ngoc-Huyen Chu ◽  
◽  
...  
Keyword(s):  
Public Space ◽  
Urban Areas ◽  
Public Spaces ◽  
The Public ◽  
Doi Moi ◽  
The World ◽  
Relationship Of ◽  
The Relationship ◽  
The City ◽  
Neighborhood Level

Public spaces are designed and managed in many different ways. In Hanoi, after the Doi moi policy in 1986, the transfer of the public spaces creation at the neighborhood-level to the private sector has prospered na-ture of public and added a large amount of public space for the city, directly impacting on citizen's daily life, creating a new trend, new concept of public spaces. This article looks forward to understanding the public spaces-making and operating in KDTMs (Khu Do Thi Moi - new urban areas) in Hanoi to answer the question of whether ‘socialization’/privatization of these public spaces will put an end to the urban public or the new means of public-making trend. Based on the comparison and literature review of studies in the world on public spaces privatization with domestic studies to see the differences in the Vietnamese context leading to differences in definitions and roles and the concept of public spaces in KDTMs of Hanoi. Through adducing and analyzing practical cases, the article also mentions the trends, the issues, the ways and the technologies of public-making and public-spaces-making in KDTMs of Hanoi. Win/loss and the relationship of the three most important influential actors in this process (municipality, KDTM owners, inhabitants/citizens) is also considered to reconceptualize the public spaces of KDTMs in Hanoi.

Antitrust compliance: system standardization issues

2021 ◽  
pp. 8-16
Author(s):  
V. V. Soloviev, ◽  
S. V. Yushkin ◽  
S. V. Maksimov*
Keyword(s):  
Law Enforcement ◽  
National Standard ◽  
Federal Law ◽  
Economic Entity ◽  
Effective System ◽  
The Russian Federation ◽  
Definition Of ◽  
Relationship Of ◽  
The Relationship ◽  
General Compliance

The article examines the etymology and prehistory of the introduction of the institution of antimonopoly compliance in Russian business practice, the relationship of this institution with the institution of general compliance. The article considers the definition of the concept of antimonopoly compliance, enshrined in the new article 91 of the Federal Law "On Protection of Competition".The authors propose their own definition of the concept of antimonopoly compliance as an activity of an economic entity aimed at ensuring compliance with antimonopoly legislation by employees of an economic entity and an economic entity as a whole by preventing and suppressing violations of the requirements of such legislation and regulatory legal and law enforcement acts based on it.The authors also substantiate the advisability of developing a special national standard GOST R "System of internal compliance with the requirements of antimonopoly legislation (antimonopoly compliance system) of an economic entity".It is noted that the effectiveness of the antimonopoly compliance system will depend not only on the ability of an economic entity to form an antimonopoly compliance system on the basis of an appropriate national standard, but also on the state's ability to determine and guarantee effective incentives to comply with antimonopoly legislation.The authors substantiate the advisability of supplementing the Code of Administrative Offenses of the Russian Federation with provisions that provide for the obligation and limits to reduce the amount of punishment or replace the punishment with a softer one in the event of an anticompetitive administrative offense by a person who has implemented an effective system of antimonopoly compliance.

Old factory no. 72

Maska ◽  
2021 ◽  
Vol 36 (201-202) ◽  
pp. 102-121
Author(s):  
Urška Savič
Keyword(s):  
Collective Action ◽  
Active Member ◽  
Group Discussions ◽  
Internal Dynamics ◽  
Organic Growth ◽  
Relationship Of ◽  
The Relationship ◽  
The City

This article focuses on the Rog factory in Ljubljana from the perspective of an active member of the Preserve the Rog Factory Group in 2016. It is therefore based on an understanding that has been formed on the basis of collective action, endless group discussions and first-hand experiences of cornucopia. More than the internal dynamics of the community, it is mainly focused on the relationship of the exterior to the building and the Rog community, as well as the context of the unwillingness of the municipal authorities to deal with the organic growth of the city. It explicitly refers to and recalls texts that have already been written, which toot the same horn.

scholarly journals Keterlibatan Masyarakat Urban dalam Pengolahan Sampah Rumah Tangga

2012 ◽  
Vol 3 (2) ◽  
pp. 729
Author(s):  
Yosica Mariana
Keyword(s):  
Waste Management ◽  
Active Participation ◽  
Community Based ◽  
The Government ◽  
Relationship Of ◽  
The Relationship ◽  
The City ◽  
Descriptive Method ◽  
Regional Governments

Generally, activities conducted by people generate waste. The waste which increasingly rises causing a big problem. Therefore, the role of community in waste management will strongly support the process of solving the waste problem in the community. The purpose of this study was to determine the relationship of engagement and active participation of citizens, as reflected in the attitude of citizens in the activities related to the response to the waste problem in the community. A descriptive method was used in this study to describe the involvement and participation in the prevention of waste. The result showed that the paradigm of PSBM (community-based waste management) appeared sporadically and has not yet received the maximum support from regional governments. A paradigm which is “people pay, the government manages“, has grown within the community for years. It would hardly change people’s behaviour patterns in solving the waste problem in the community since changing the city into a city that is clean, comfortable and healthy involved many parties, including the community.

scholarly journals Career Satisfaction Based on Trust and Proactive Personality

2020 ◽  
Vol 9 (1) ◽  
pp. 35-45
Author(s):  
Iwan Sunardi ◽  
Vini Wiratno Putri
Keyword(s):  
Career Satisfaction ◽  
Analytical Data ◽  
Sampling Technique ◽  
Test Methods ◽  
Validity And Reliability ◽  
Career Needs ◽  
Relationship Of ◽  
The Relationship ◽  
The City

The purpose of this study was to examine the effect of the trust of co-workers and proactive personalities on career satisfaction by exchanging leader-members as mediation on employees of bus assembly companies in the city of Semarang. Career satisfaction is the phase in which employees’ long-term career needs are aligned with what they get while working. Employees will always look for opportunities and trust in the organization and people who will help them in achieving career satisfaction. The sampling method uses a purposive sampling technique in the category of staff and foreman employees who have worked for more than five years with a sample of 160 employees. The analytical data in this study uses descriptive statistical test methods, instinctual tests include validity and reliability, and hypothesis testing. The tool used to test in this study uses SmartPLS 3.0. The results of this study, colleague trust cannot directly influence career satisfaction. However, it can be mediated by the exchange of leader members and produce significant influence. For further researchers, they can re-examine the relationship of coworkers’ trust with career satisfaction. And can expand the object of research or respondents under study.

scholarly journals Hotel design and adaptive reuse: From historic palaces to the city’s dilapidated structures

2014 ◽  
Vol 12 (1) ◽  
pp. 97-112 ◽  
Author(s):  
Marko Nikolic ◽  
Nadja Kurtovic-Folic ◽  
Aleksandar Milojkovic
Keyword(s):  
Historic Buildings ◽  
Historical Buildings ◽  
Architectural Heritage ◽  
Popular Approach ◽  
Alternative Models ◽  
Hotel Design ◽  
Historic Structures ◽  
Relationship Of ◽  
The Relationship ◽  
The City

At the time of changing economic circumstances, adaptation and conversion of historic structures is an increasingly popular approach. Some historical buildings are very suitable for the revitalization into the modern hotels. The paper analyzes the relationship of the hotel, the city and its architectural heritage, as well as some of the factors that led to the eruption of alternative models of hotels, shown through a series of successful solutions. Many challenges of hotel design in historic buildings are listed and corresponding solutions are offered. Some methodological directions are indicated, and certain guidelines and principles for further activities in this field are formulated. In conclusion their applicability in practice is discussed, and certain disadvantages and limitations are listed.

scholarly journals Efisiensi belanja administrasi pemerintah Kota Palembang: Pendekatan Stochastic Frontier Analysis

2019 ◽  
Vol 15 (2) ◽  
pp. 85-91
Author(s):  
Ririn Puji Astuti ◽  
M. Syirod Saleh ◽  
Muhammad Subardin
Keyword(s):  
Stochastic Frontier Analysis ◽  
Capital Expenditure ◽  
Stochastic Frontier ◽  
Secondary Data ◽  
Regional Government ◽  
Frontier Analysis ◽  
Local Revenue ◽  
Relationship Of ◽  
The Relationship ◽  
The City

This study aims to find out the efficiency of the administration of Palembang City, 2002 – 2016 period in building the area with and components that caused whether or not administrative expenditure of an area was efficient. This study uses data secondary data that is realization data of administrative expenditure, average employe’s expenditure, capital expenditure and local revenue. This data was tested by stochastic frontier analysis (SFA). The results of estimation from the stochastic frontier analysis (SFA) found that the administrative expenditure of the city of Palembang was inefficiency. The average variable of employee expenditure has a negative related and has a significant effect to administration costs in Palembang City. The relationship of variable capital expenditure with the administration costs of the regional government in the city of Palembang has a positive and significant effect. And the Local Revenue variables have a positive and significant effect to administration costs in Palembang City.

Sustentabilidade, cultura, lazer e a ocupação dos espaços públicos nas Cidades MIL

2021 ◽  
pp. 151-162
Author(s):  
B. Machado Mazzetti ◽  
F. Chibás Ortiz
Keyword(s):  
New Technologies ◽  
Body Awareness ◽  
Right To The City ◽  
Public Authorities ◽  
Relationship Of ◽  
The Relationship ◽  
The City ◽  
Body Practices ◽  
The Universe

This article seeks to reflect on the already existing and inseparable rela­ tionships between society, sustainability, culture and leisure, bringing to the core of the reflection the concept of MIL Cities (Media Information as a potential scenario for developing new urban, human, cul­ tural and technological. Initially, a review of the concept of leisure was made, addressing its foundational pillars and cultural contents, poste­ riorly the relationship between individual and quality of life in cities is explained, through body practices and body awareness, as well as through environmental practices and the promotion of an increasingly active and collective environmental awareness. The relationship of oc­ cupation, belonging and right to the city is also addressed and, precisely at this point, the potential for the use of new technologies by the private sector, public authorities and civil society in the construction and appli­ cation of possibilities that permeate the universe of MIL Cities.

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