GUIDELINES FOR SERVICE QUALITY MANAGEMENT IN PET – FRIENDLY HOTEL
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Abstract
Social changes and lifestyles today have led to the increasing popularity of the concept of Pet Humanization, or having pets as family members. As a result, the pet-friendly hotel business has continuously expanded. In order to create competitiveness, the importance of managing service quality that meets the needs of service users should be considered. This academic article presents guidelines for managing the service quality of pet-friendly hotels, considering the following contents: pet-friendly hotels, service quality, service quality gaps, measuring service quality using service quality models, and service quality and pet-friendly hotels. In addition, service quality management is an important factor in creating differences and competitiveness in the hotel business. Better service quality will increase customer retention. Service quality is defined as a method for managing the operations of a business organization to achieve customer satisfaction and repeat customer service, which will lead to the growth of the hotel business and help businesses compete more effectively.
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