Analysis of Key Factors Impact Guest Satisfaction in Different Categories of Hotels

V prispevku proučujemo odnos med kakovostjo storitev in zadovoljstvom gostov v različnih kategorijah hotelov. Pri tem se osredotočamo na ključne dejavnike kakovosti storitev in njihov vpliv na zadovoljstvo gostov. V ta namen je bila izvedena empirična raziskava, katere rezultati kažejo, da se zadovoljstvo gostov v enakih kategorijah hotelov razlikuje zaradi razlik med posameznimi elementi tehnične in funkcionalne kakovosti, kar različno vpliva tudi na (ne)zadovoljstvo gostov. Izsledki kažejo, da so pričakovanja gostov ob obisku hotela navadno usmerjena na prepoznavno kakovost v okviru standarda postavljene kategorije hotela. Iz ugotovitev izhaja, da je osnovni izziv za zagotavljanje zadovoljstva gostov v tem, da podjetje uspešno obvlada razkorak med njihovimi pričakovanji in dejansko zaznavo prejete kakovosti storitev. Z vzpostavljenim sistemom stalnega spremljanja kakovosti storitev bi se hoteli hitreje prilagajali pričakovanjem gostov in s tem vplivali na njihovo višje zadovoljstvo, kar bi vplivalo tudi na izboljšanje poslovanja.This paper examines the relationship between hotel service quality and guest satisfaction in different categories of hotels, focusing on key factors of service quality and their impact on guest satisfaction. To this end, empirical research was conducted, and the results indicated different guest satisfaction in the same category of hotels due to differences among key elements of the technical and functional quality. Thus, the conclusion was drawn that the expectations of guests visiting the hotel are usually focused on a recognizable quality standard based on the category of the hotel. The findings indicated that the main goal of the hotels is to ensure guest satisfaction by managing the gap between expectations and perception of received quality of service. Therefore, hotels should implement permanent measures of the quality of service systems to encourage hotel operators to improve their service quality, which may lead to changes in hotel performance and influence a higher level of guest satisfaction