Assessment of the quality of services of a tourist enterprise

Abstract

Improving the quality and content of tourism services is still the main priority for the development of the tourism industry. The issues of assessing and improving the quality of the tourist product are devoted to the works of modern and foreign scientists and practitioners. The methodological base for assessing the quality of services is being improved and developed. This allows tourism industry enterprises to make their services more in demand and attractive, more competitive and viable compared to the services of other industry enterprises. This article is devoted to the issues of assessing and improving the quality of services of the oldest and unique museum in Kirov — the House-Museum of M.E. Saltykov-Shchedrin. The assessment of the quality of the museum’s services was carried out by three methods: a mystery shopper, analysis of reviews and a book of complaints and suggestions, and the NPS method, shortcomings in the quality of the museum’s services were identified and recommendations were proposed.