This article explores the differences between local hotels and international hotel chains in terms of service quality, types of services offered, and approaches to meeting customer needs. The research analyzes service levels, management styles, staff qualifications, the use of innovative technologies, and customer loyalty strategies. Based on international experience, the article discusses opportunities to improve the competitiveness of Uzbekistan’s hotel sector.

local hotels, international chains, service quality, customer needs, innovation, competitiveness, service strategy

Kandampully, J., Zhang, T., & Jaakkola, E. (2015). Customer experience management in hospitality: A literature synthesis, new understanding and research agenda. International Journal of Contemporary Hospitality Management, 27(8), 1254–1278. https://doi.org/10.1108/IJCHM-08-2014-0361

Nadiri, H., & Hussain, K. (2005). Diagnosing the zone of tolerance for hotel services. Managing Service Quality: An International Journal, 15(3), 259–277. https://doi.org/10.1108/09604520510597845

O’Neill, J. W., & Mattila, A. S. (2010). Hotel brand strategy. Cornell Hospitality Quarterly, 51(1), 27–34. https://doi.org/10.1177/1938965509352281

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Tsang, N. K. F., & Qu, H. (2000). Service quality in China’s hotel industry: A perspective from tourists and hotel managers. International Journal of Contemporary Hospitality Management, 12(5), 316–326. https://doi.org/10.1108/09596110010339620

Yoqubjonova, H. (2022). Mehmonxona xizmatlarining sifatini oshirishda xalqaro tajribaning o‘rni. Iqtisodiyot va ta’lim, 4(2), 58–65. https://iqtisodiyot.tsue.uz/sites/default/files/maqolalar/18_Yoqubjonova.pdf

Yusupova, D., & Karimova, S. (2023). The impact of digitalization on the development of hotel services in Uzbekistan. Tourism Studies Review, 1(1), 44–51.

Zhang, T. C., Kandampully, J., & Bilgihan, A. (2016). Customer engagement and co-creation in hospitality services. International Journal of Contemporary Hospitality Management, 28(10), 2320–2341. https://doi.org/10.1108/IJCHM-04-2015-0193