МЕТОДИ ОЦІНКИ ЯКОСТІ ІНДУСТРІЇ ГОСТИННОСТІ ЯК ЕМПІРИЧНА ОСНОВА ЇЇ КОНКУРЕНТОСПРОМОЖНОСТІ

Abstract

The article is devoted to the study of the level of theoretical and methodological definition of methods of quality assessment of the hospitality industry, taking into account the peculiarities and determining the problems of ensuring its competitiveness. The hospitality industry is inextricably linked with the concept of providing quality services. Quality assurance is a long-term approach, and if companies in the hospitality industry want to be competitive, improving service quality should be made a priority. That is why the question of researching theoretical methods of assessing the quality of the hospitality industry will make it possible to assess the level of its competitiveness, and the issues raised in this study are considered relevant to us and require more thorough clarification. It has been established that the evaluation of the hospitality industry is based on four main categories of variables that facilitate the analysis of competitiveness: business environment index; human, natural and cultural resources. The article provides information on the dynamics of the main categories of variables of the hospitality industry of Ukraine during 2011-2019. Quality in the hospitality industry is a complex concept that can be defined as an expression of the degree of social use of a service and reflects the degree to which a service meets the needs for which it was created. The concept of quality in the hospitality industry is widely discussed in the field of tourism, hotel and restaurant management. The article identifies that for the hospitality industry, quality can be measured from two perspectives: the company's perspective and the customer's perspective. The methods of measuring the quality of services in the hospitality industry are revealed. The SERVQUAL service quality measurement model and other methods used to measure quality in the hospitality industry are highlighted. Key words: competitiveness, development, hospitality industry, methods, state regulation.