Ways to improve quality in hotels through digital technologies
DOI:
https://doi.org/10.5281/zenodo.15673007Ключевые слова:
digital technologies, hotel quality, customer experience, artificial intelligence, smart systems, service improvement.Аннотация
Service quality is a crucial determinant of competitiveness in the hotel industry. This article explores ways to
improve hotel service quality through digital technologies. It focuses on enhancing customer experience, implementing
AI-based services, online booking systems, smart room control, and digital feedback mechanisms. The paper analyzes
international practices and provides recommendations for their adaptation in the context of Uzbekistan.
Библиографические ссылки
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL Model: A Multiple-Item Scale for Measuring
Consumer Perceptions of Service Quality. Journal of Retailing.
Ivanov, S., & Webster, C. (2019). Adoption of AI and Service Automation in Hospitality. Springer.
Hilton Worldwide. (2023). Digital Transformation and Guest Experience Report.
ReviewPro. (2022). Hotel Guest Feedback Benchmark Study.
Booking.com Business Insights. (2023).
TrustYou. (2021). Global Review Index Report.
ISO 9001:2015 Quality Management Systems – Requirements.
Chathoth, P. (2017). Customer Relationship Management in Hotels. Tourism Management Perspectives.
Airbnb, Inc. (2023). User Experience and Review Policy Overview.
Statista.com. (2023). Hospitality Digitalization Trends.
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