Improving Organizational and Economic Mechanisms for Increasing The Efficiency of Hotel Enterprises (on The Example of Samarkand) in The Specialty "Tourism and Hotel Activities"
DOI:
https://doi.org/10.51699/cajitmf.v7i3.1302Keywords:
hotel industry, service quality, SERVQUAL, customer satisfaction, operational efficiency, hospitality management, tourism development, Samarkand, hotel performance, service managementAbstract
The hotel industry plays a significant role in the development of tourism and regional economic growth. In recent years, increasing competition in the hospitality sector has made service quality and operational efficiency critical factors for sustainable development. This study aims to evaluate the service quality of hotel enterprises in Samarkand using the SERVQUAL model and to identify organizational and economic mechanisms for improving operational efficiency. A quantitative research approach was employed based on the SERVQUAL methodology. Data were collected through a structured questionnaire administered to hotel guests. Service quality was assessed by comparing customer expectations and perceptions across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Descriptive statistical analysis, SERVQUAL gap analysis, and reliability testing using Cronbach’s Alpha were conducted with SPSS software. The findings revealed negative gap scores across all SERVQUAL dimensions, indicating that customer expectations exceeded perceived service performance. The largest gap was observed in Responsiveness (-0.49), followed by Empathy (-0.43), suggesting weaknesses in prompt service delivery and personalized customer care. The results further demonstrated that service quality significantly influences customer satisfaction, loyalty, and hotel operational efficiency. Responsiveness and Reliability were identified as the most influential dimensions affecting overall customer satisfaction. The study concludes that improving service quality through digital service management systems, employee training programs, customer-oriented service strategies, and continuous quality monitoring can substantially enhance the competitiveness and operational performance of hotel enterprises in Samarkand.
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