THE ROLE OF CUSTOMER SERVICE IN TOURISM HOSPITALITY AND ITS INFLUENCE ON TOURIST SATISFACTION

Аннотация

This paper discusses the role of customer service in the development of tourism industry, the quality of interactions between service providers and customers which directly influences tourists satisfaction has been analyzed and the results reveal that tourists feedback is very important for further development. Key words: Tourism, Hospitality, Customer Service, Satisfaction, Business Sustainability. TURISTIK SOHASIDA MIJOZLARGA XIZMAT KO'RSATISHNING O'RNI VA UNING TURISTLARNING TURISTIK XIZMATLARDAN QONIQISHIGA TA'SIRI Annotatsiya: Ushbu maqolada turizm industriyasini rivojlantirishda mijozlarga xizmat ko'rsatishning o'rni ko'rib chiqilgan, xizmat ko'rsatuvchi provayderlar va mijozlar o'rtasidagi turistlarning qoniqishiga bevosita ta'sir ko'rsatadigan o'zaro munosabatlarning sifati tahlil qilindi va natijalar turistlarning fikr-mulohazalarini yanada rivojlantirish uchun juda muhimligini ko'rsatdi. Kalit so'zlar: Turizm, mehmondo'stlik, mijozlarga xizmat ko'rsatish, qoniqish, biznes barqarorligi. РОЛЬ ОБСЛУЖИВАНИЯ КЛИЕНТОВ В СФЕРЕ ГОСТЕПРИИМСТВА В СФЕРЕ ТУРИЗМА И ЕГО ВЛИЯНИЕ НА УДОВЛЕТВОРЕННОСТЬ ТУРИСТОВ Выпуск журнала №-24 Часть–5_ Апрель –2025 10 MODERN EDUCATION AND DEVELOPMENT Аннотация: В данной статье обсуждается роль обслуживания клиентов в развитии туристической отрасли, анализируется качество взаимодействия между поставщиками услуг и клиентами, которое напрямую влияет на удовлетворенность туристов, и результаты показывают, что обратная связь с туристами очень важна для дальнейшего развития. Ключевые слова: Туризм, Гостеприимство, Обслуживание клиентов, Удовлетворенность, Устойчивость бизнеса. In recent years, the importance of customer service in the hospitality industry has increased significantly. The developing tourism and travel industry has increased customer requirements for service quality, which has become an important factor in increasing the competitiveness of hotels, restaurants and other service enterprises. Service in the field of hospitality is not only limited to the provision of tourist services, but also closely related to meeting the individual needs of customers, increasing their satisfaction and loyalty. The role of customer service in the tourism sector is of critical importance, as it directly impacts the overall experience of tourists. Good customer service is essential for increasing tourist satisfaction, ensuring their loyalty, and obtaining positive recommendations. Tourist services The tourism sector has an important social and economic importance is determined by the influence of the following factors: 1. Increases local income. 2. 2. Creates new jobs. 3. It is related to the production of tourist services develops all areas. 4. Social and production in tourist centers develops its infrastructure. 5. Activities of folk craft centers accelerates development. Выпуск журнала №-24 Часть–5_ Апрель –2025 11 MODERN EDUCATION AND DEVELOPMENT 6. The local population ensures an increase in the standard of living. 7. It helps to increase the amount of foreign exchange earnings. Tourist services meeting the needs of tourists and excursionists and aimed at providing, focused on one goal in the service sector is a set of actions, which are related to tourism goals, character and tourism response to how the service is directed and universal should not be against the principles. According to the definition of the state standard, it is touristic services with the activity of meeting the needs of tourists is a product of the activities of tourism organizations. Tourist services are provided on the basis of a contract. In the contract the scope and quality of the provided services, the rights of the parties and obligations, payment and settlement procedure, contract validity period and failure to fulfill it or not properly liability for non-performance, as well as the agreement of the parties determines other conditions. Tourist services are divided into two types: 1. The main services (transportation, accommodation, meals) are included in the tour package. 2. The main tourist services are purchased in advance (before starting the trip), that is, the payment is made in advance. Payment for additional tourist services is made by the tourist as an additional payment during the use of the service. The role of customer service in hospitality and its impact on the tourist experience is one of the most important aspects of tourism. Hospitality aims to improve the overall experience of tourists by providing high quality service. Tourists satisfaction and their travel experience depend on many factors, one of the most important of which is hospitality.[HospitalityNet]. Hospitality is the principle in the service industry of treating customers with sincerity and courtesy, welcoming them warmly, and meeting their needs. Hospitality makes guests comfortable and makes their travel experience more enjoyable. First of all, customer service is very important in hospitality because this industry is directl