VSTE
Littera Scripta

ISSN (online): 1805-9112

Research ArticleOpen access

Effectiveness measurement for cleaning services

Ekaterina Chytilová1*, Petra Palmová1

  1. Institute of Technology and Business, Faculty of Corporate Strategy, České Budějovice, Czechia

* Corresponding author: chytilova@mail.vstecb.cz

Abstract

Aims: The main aim of the paper is to identify qualitative differences in the perception of cleaning service quality from the perspective of the provider, customer and user (guest) in the hotel industry. Methods: Structured interviews with the service provider, customer (representative of a hotel resort in the South Bohemia region) were used for data collection. Furthermore, data from Booking, Trivago, Tripadvisor, Google platforms on the evaluation of cleaning services by guests of the hotel resort were used. The exploratory case study method was used to process the data. A one-factor ANOVA was used to statistically evaluate the association between the perceived level of cleaning quality by guests and the overall value of their stay at the resort. Main findings: The key result is the identification of the link between the perception of the quality of cleaning services in a hotel resort from the perspective of the service provider (cleaning company), the customer (hotel resort) and the user (guest of the hotel resort). Limits of work: The results are valid for resorts and only for assessing the quality of cleaning services.

Keywords:outsourcingperceived level of qualitysupplier-customer relationshipfacility management

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