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REGULATIONS FOR ASSESSING THE LEVEL OF SERVICE AND
COMPETITIVENESS OF HOTELS
Istamkhuja Olimovich Davronov
Lecturer, Tourism and Hotel management department
Bukhara state university, Uzbekistan
Abstract:
the thesis determines information on the evaluation process and the
competitiveness of hotel services. In recent years, especially after the pandemic, many hotel
businesses have focused on improving the quality of their offers and sustaining their
competitiveness. Some hotels are making an effort to improve the quality of services they offer by
leveraging the most recent digital technologies. The paper offers insights into the techniques
employed to evaluate service quality in addition to data about hotel performance.
Keywords:
hotel services,
quality, standards, competitiveness, market, demand, quality
standards
During the process of economic reform, the development of the service sector is essential
to the establishment of the market economy. The Republic of Uzbekistan’s current stage of growth
and the modernization of the national economy make rapid expansion of the hotel industry’s
service sector increasingly vital. Our country is paying particular attention to this field.
Additionally, since the government has approved the relevant regulatory documents for the
industry’s growth, a lot of work is being done in this area.
Effective management of staff in the hotel sector and making use of their potential is one
of the factors ensuring the financial success of the business in the present tourism services market
[1].
Different labor products can satisfy the needs of both domestic and foreign clients, which
is crucial to consider when assessing the caliber of services offered by the hotel industry. However,
when seen through the prism of official regulations, naming quality indicators, determining their
appropriate value, and defending the best options for product quality management can all be
reduced to a set of actions involving the values of basic and relative indicators. Stated otherwise,
the assessment of the quality level consists of the subsequent steps: choosing a group of quality
markers; measuring, that is, contrasting a range of characteristics using a scale.
A visitor’s evaluation of the quality of hotel service is based on their perception, which
defines the extent (general level) to which the level of service meets the customer’s expectations
and forms an emotional state of mind toward the hotel industry that can be either positive or
negative. The quantitative aspect of this emotional state, or its strength, is the guest’s assessment
Respublika ilmiy-amaliy konferensiyasi
93
of the quality of service he received; this is expressed as a positive or negative number on a specific
scale.
These topics have been covered in books by foreign scientists such as F. Bastiat, T. Him,
R. Brymer, S. Bartlett, K. Enerton-Thomas, J. R. Walker, and H. A. Shrepler in World Experience.
Stated differently, it facilitated the creation of a corpus of knowledge that encompasses the ideas
of interacting with other service sectors, the regulations controlling the growth and signs of high-
quality hotel service, and the theoretical underpinnings of this service. In their scientific
publications, these scientists have emphasized these ideas.
Theoretical and practical aspects of the hotel sector have been studied by scientists from
the Russian Academy of Sciences (CIS), including L. Agafonova, V. Apopiya, S. Baylik, M.
Boyko, A. Vinogradskaya, G. Volkov, and S. Vassilin. I. Egorova, L. Ivanova, V. Karsekin, V.
Kvartalnov, N. Kuznetsova, M. Pivovarova, A. Rumyantseva, and T. Tkashenko were also
thoroughly investigated. As many experts have pointed out, meeting guests’ needs in hotels of the
future will depend on providing them with outstanding service.
It should be highlighted that there aren’t many academic studies that present the findings
of foundational research on hotel services systems and how they currently affect the caliber of
hotel services while
A quality indicator is a numerical representation of a property that contributes to an object’s
quality and is relevant at specific stages of the object’s life cycle. The parameters for its creation
and delivery are referred to as the service, and the parameters for its transfer and preparation are
referred
to
as
the
process.
Quality indicators (objects), depending on the quantity of attributes to be described, can be:
-
Individual
-
Complex
A quality indicator that only relates to one aspect of the product is called a single quality
indication (average shelf life - shelf life, etc.). A benchmark is necessary for any measurement
(meter, kilogram, etc.) The primary quality indicator is the one of the item used as a standard in
the comparative evaluation of quality. Keynotes can be simple or intricate.
The ratio of the evaluated object’s quality indicator to the basic quality indicator, stated in
relative units, is known as the relative quality indicator. A complex quality indicator refers to
multiple aspects of the object’s quality in one indication.
A detailed (complex) quality indicator enables the description of an objects or a set of
related attributes’ quality. Integral is one kind of complex quality indicator. This complex quality
indicator shows the relationship between the object’s intended use and its creation costs divided
by the overall useful impact (S) that the object yields.
Figure-1. Classification of quality indicators
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A quality indicator known as the "overall quality indicator" refers to the entirety of its
attributes, which are chosen to assess the overall quality of the object.
The evaluation result, the system of values for the object’s quality characteristics, and the
relationship between the primary (standard) values of the parameters all contribute to the
determination of the quality level, which is a relative ratio.
The general quality of services is affected differently by various service features.
Therefore, when they are scaled to determine the level of service quality in a thorough service
quality evaluation, both quality indicators and relative quality indicators should be considered with
specific changes known as weighting coefficients.
While the number and nomenclature of quality indicator groups differ throughout
monographs and approaches, they are substantially the same. The broadest content-based
classification
currently
in
use
is
this
one.
Six primary categories of quality indicators are distinguished by experts: those based on product
attributes; those based on the quantity of reflected features; those based on the detection method;
those based on the color of the detection steps; those based on the dimensions of the reflected
measurements; and those based on the significance of the assessment.
Figure-2. Main groups of quality indicators
When a guest evaluates the value of the service he received, he begins with his
expectations. Employees follow management directives in addition to their own expectations when
rendering services. Employees see it as the visitor’s expectations that make the most sense. The
owners and management of the hotel have their own expectations for what customers should
anticipate, in addition to regulating the needs for staff work in instructions, standards, and technical
documents based on external regulatory documents that provide mandatory and defined
requirements.
Therefore, the result of the overall evaluation and assessment of the quality of the service
is the algebraic total of the individual results, or the result of the quality evaluation of each additive
element after the relevant multiplicative elements’ impact has been taken into account. The
experiences of global hotel businesses have made the problem of an inadequate hotel environment
well acknowledged. This is the price of a subpar business culture. The evaluation of service quality
is a crucial part of the quality management system.
It provides the basis for analysis and administrative decision-making, allowing for control
over the quality of the services, as well as the input necessary for competent and dependable system
development.
Quality
statements in
relation to
product
features;
Demonstrate
quality based
on the
quantity of
reflected
features;
Quality
indicators in
relation to
the detection
method;
Quality
indicators
throughout
the detection
process;
Present
quality in
accordance
with the
dimensions
of the
presented
parameters;
Present
quality in
accordance
with
evaluation
importance
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МЕҲМОНХОНA СAНОAТИНИ РИВОЖЛAНТИРИШНИНГ
ЗAМОНAВИЙ МУAММОЛAРИ ВA ЙЎНAЛИШЛAРИ
Истaмхўжa Олимович Дaвронов
Туризм вa меҳмонхонa хўжaлиги кaфедрaси ўқитувчиси
Тошев Шерзод Шароф ўғли
“Vatel-Hotel&Tourism Business School” талабаси
Бухоро дaвлaт университети
Бухоро, Ўзбекистон
Ҳозирги кундa меҳмондўстлик сaноaти жaҳон иқтисодиётининг энг йирик вa энг
дaромaдли тaрмоқлaридaн биригa aйлaнди. Унинг сaлмоғини жaми инвестициялaр
ҳaжмининг 8 фоизи, бaрчa солиқ тушумлaрининг 6 фоизи вa жaҳон хизмaтлaр сaвдосининг
учдaн бир қисми тaшкил қилaди. меҳмондўстлик сaноaти иқтисодиётнинг трaнспорт вa
aлоқa, сaвдо, қурилиш, қишлоқ хўжaлиги, хaлқ истеъмол моллaрини ишлaб чиқaриш кaби
муҳим тaрмоқлaригa кaттa тaъсир кўрсaтиб, ижтимоий-иқтисодий тaрaққиётнинг
кaтaлизaтори бўлиб хизмaт қилaди. У 255 миллиондaн ортиқ кишини, яъни дунёдaги ҳaр
бир еттинчи ишчини меҳнaт билaн тaъминлaйди[1].
Туристик тaлaб вa тaклифнинг сифaт жиҳaтидaн ўзгaриши меҳмоннaвозлик
сaноaтининг ривожлaнишини белгилaб бергaн. Жорий aсрнинг бошлaридa туристик тaлaбдa
янги йўнaлишлaр пaйдо бўлди. Улaрнинг вужудгa келиши бир қaтор иқтисодий вa
ижтимоий омиллaр, шунингдек, инсонлaр психологиясидaги ўзгaришлaр туфaйли
белгилaнaди. Туристик истеъмол тузилмaсигa иқтисодий вaзиятнинг ёмонлaшуви aсосий
