Development of guest satisfaction evaluation system in small hotel business : on the example of Silvija House Hotel (Vilnius)

Abstract

This study is devoted to the development of an applied system for assessing guest satisfaction in a small hotel business using the example of the Silvija House family hotel (Vilnius, Lithuania). The paper substantiates the relevance of the topic in the context of growing competition and digitalization of the hotel sector. The theoretical part includes an analysis of the concepts of "satisfaction" and "loyalty" of guests, factors influencing the perception of service quality, and modern methods of measuring it (CSI, NPS, CSAT, review analysis, and others) with an assessment of their applicability in small hotels. The empirical part is based on a qualitative analysis of more than 1,200 reviews from the platform. Booking.com and a field survey of the guests. Based on the identified problems, a satisfaction assessment model has been developed that includes data collection channels, measurement indicators, and frequency determination of surveys. Practical recommendations on improving the quality of service and guests and the use of digital feedback tools are offered. The scientific novelty of the work lies in the adaptation of the guest satisfaction assessment system.