DOI: https://doi.org/10.36719/2663-4619/124/18-22
Turkan Sadigova Eyvazli
Baku State University
Master's student
https://orcid.org/0009-0002-1267-1701
turkansadiqova@yahoo.com
Bahruz Khasiyev
Baku State University
PhD in Economics
https://orchid.org/0009-0002-5579-6766
khasiyev@gmail.com
Modern Analysis of Development Trends in Hotel
Services and Service Quality Assessment Methods
in the Global Tourism Industry
Abstract
This article presents a scientific and analytical examination of development trends in hotel services and the applicability of service quality assessment methods (SERVQUAL, SERVPERF, HOLSERV, etc.) in the modern global tourism industry. The analysis reveals that digital transformation, changes in consumer behavior, and technological innovations require a more flexible, data-driven, and integrated approach to managing service quality in hotels. The comparison of various methodologies allows for identifying their strengths, limitations, and optimal areas of use. The article aims to contribute to the development of effective and contemporary service quality management models in the tourism sector.
Keywords: hotel services, tourism industry, service quality, SERVQUAL, SERVPERF, HOLSERV, digital transformation, customer satisfaction, innovative management