CORPORATE REPUTATION EVALUATION AND SERVICE QUALITY : Case study Hotel Astor

Abstract

The aim of the study is to make an investigation into such phenomena as Corporate Reputation and its connection with the service quality, as well as, to try to measure reputation at Hotel Astor. Qualitative and quantitative methods are applied to the research in which the guests of the hotel were interviewed and asked to fill in the questionnaires, in order to evaluate the quality of the service. Later the results were used to measure hotel’s reputation and compare it with the reputation of the hotel which was formed from the reviews of travel websites. Finally, personal suggestions were expressed for the future improvement of the hotel operations.