CHARACTERISTICS OF THE QUALITY BREAK IN THE DEVELOPMENT OF HOTEL SERVICES IN KAZAKHSTAN

The purpose of the study – is to analyze and assess the causes of the gap between the quality of accommodation facilities in Kazakhstan and the needs of tourists.
Methodology - the study was conducted using system, functional and statistical analysis, graphical and tabular methods.
Problem statement – the existing level of quantitative and qualitative parameters of hotel services is characterized by low customer satisfaction with the availability and comfort of accommodation in the tourist infrastructure.
Originality / value – The author assessed the existence of a gap in the condition and quality of hotel services and customer needs. The weaknesses of the hotel infrastructure of the tourist industry in the country, which do not allow to move to a qualitatively new level, corresponding to international quality standards and contributing to the growth of tourist flow, are revealed.
Conclusions – The results of the study showed that at present there is a significant gap between the requirements of international standards and the supply of hotel services in Kazakhstan. The country has low rates of competitiveness in the quality of hotel services, despite the high potential available.
The main problems in the hotel sector of the tourism industry that impede a country's competitiveness are the dominance of uncategorized accommodation – over half of the country's hotels, whose quality of service is extremely low, down to the lack of basic amenities; outdated material and technical base and equipment of hotels, especially in the regions; poor information equipment and lack of automated control systems; the high level of prices for hotel services, the discrepancy between price and quality; non-flexible pricing policy of hotels; preferential orientation on the development of the 5-star sector and the accommodation of tourists arriving for business and professional purposes; lack of attention to the needs and demands of mass tourists; lack of service quality standards in new types of placements.
Improving the competitiveness of Kazakhstan in world tourism can be facilitated by highlighting the quality of services, services and comfort of accommodation as a priority.

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