Modern technologies for providing and evaluating the quality of services in tourism
The article discusses approaches and methods of providing and evaluating the quality of services in the tourism industry. The advantages and disadvantages of technologies for ensuring the quality of tourist services are formulated; and the main characteristics of the most popular assessment methods are analyzed. The areas of their application are determined. The author has developed a methodology based on the SERVQUAL method. A study of the quality of tourist services was conducted on the example of a tour operator, taking into account the expectations and the actual level of customer satisfaction of the organization. The criteria for the quality of services that require adjustments by the management of the organization are defined. It is concluded that in order to quickly respond to customer requests, it is necessary to create a system that will collect and analyze information received from tourists, as well as adjust their actions. The scheme of the system of design and control of tourist services is presented. In conclusion, a model of perception and quality assurance of tourism services has been developed.