The Influence of Savoir-Vivre on the Quality of Services in the Hotel Business Tested Using the AHP Method

Vplyv Savoir-Vivre na kvalitu služieb v hotelových podnikoch testovaných pomocou AHP metódy

Maciej Abram, Katarzyna Janik, Michal Kovačic, Bartłomiej Walas

In: Geografické informácie (Geographical Information), Ročník (Volume) 20, Číslo (Issue) 2, 2016, p. 367-376, ISSN 1337-9453

DOI: 10.17846/GI.2016.20.2.367-376

Abstract

The main objective of the study was to examine what features of hotel employees the guests pay the most attention to. Is the hotel standard more important that the behaviour and attitude of its personnel? In order to check this, the surveys among tourists were carried out. The part concerning aspects of savoir-vivre and quality was examined using the AHP method. The Analytic Hierarchy Process (AHP) is one of the most famous mathematical methods solving multi-criteria decision-making problems in the world. On the basis of the results, it can be observed what factors are more important for the respondents, in this case for the tourists - hotel guests. In the further development of research carried out using the AHP method, alternative models of personnel can be created in order to facilitate building a group of workers with ideal characteristics, and to know what needs to be improved so that the quality of services is higher, and so that the hotel can enjoy popularity and therefore higher profits.

Keywords: Savoir-vivre, AHP, quality of service, hospitality business, hotel service

FULL TEXT