Mykhalko A. Improvement of all-inclusive travel service quality and safety assessment system as required by international standards

Solved in this thesis is a challenging applied research task, improved is an all-inclusive travel service quality and safety assessment system with allowance for international standards. Following the investigations undertaken it was established, that contemporary travel service is of all-inclusive nature and consists of basic constituents (lodging, nutrition, transportation, tour services), therefore, its quality and safety should be assessed by each constituent. In order to determine and forecast regulatory support balance level, was developed matrix model allowing to reveal soft spots of regulatory support and being a precondition for technical committees’ choice of order of precedence in regulatory documents’ development. Selected and substantiated were consumer properties by which it is expedient to assess all-inclusive travel service quality and safety, and which served basis for development of structure and logic model. Improved was hotel services adequacy system assessment for the account of simultaneous application of HOTREC principles and GHS international standard requirements. Application of this system allows consumer to obtain veracious and unbiased information about quality and safety of a hotel irrespective of its location, size and form. It is suggested to apply metric introduction method in the target function field in order to assess a travel service quality level. Such approach helps to obtain formal procedure for determining composite index of all-inclusive travel service quality level of particular enterprise. Summary description of travel company operation is assisted by an objectives tree. The tree is multifactorial and is described by 84 singular indices in four criteria: level of safety, comfort, informativeness and personnel qualification. Following theoretical research was developed a three-level optimization model describing travel services investigated.