DEVELOPMENT OF HOSPITALITY INDUSTRY BY IMPROVING SERVICE QUALITY AND CUSTOMER SATISFACTION IN UZBEKISTAN

Today, 70 % of world GDB is earning by the service industry, which shows the importance of service sector among the all industries. Therefore, it is very important to increase competitiveness, effectiveness and flexibility of any organization in a service field such as hospitality companies. Service quality is an essential element to achieve success and attract more customers to the sector. The main reasons of customers to visit a hotel may be the outside of the control of the hotel and providing a satisfactory experience to the customers is dependent to the efforts of both management and hotel staffs (Saleh & Ryan, 1991). Since Uzbekistan became an independent state in 1991, there has been much effort to develop and access the tourism industry by the government. Therefore, there has been a rapid increase in the tourists’ flow to the country where you can encounter mixture beauty of ancient East and modern West architecture. The cities such as Samarkand, Bukhara and Khiva were always becoming the main destination of tourists who wish to meet ancient building and monuments with more than 500 years –old- history. As the number of tourists and visitors rising, the demand for improving the quality of service and customer satisfaction is increasing day by day.