Оценка удовлетворённости и лояльности потребителей санаторно-курортных услуг Республики Бурятия

The article is devoted to the assessment of satisfaction and loyalty of consumers of health resort services on the example of two resorts “Goryachinsk” and “Arshan” of the Republic of Buryatia, offering a variety of resort and recreational services. Four main groups were developed and combined for the consumer survey: treatment, food, accommodation and entertainment. Comprehensive and systemic analysis of the resorts' activities, the results of empirical research of consumers of health resort and recreational services allow improving the existing situation in customer service through monitoring and ongoing research of the environment and internal factors, consumers of health resort and recreational services, their needs and preferences. Differences in assessments of satisfaction and loyalty of vacationers of different health resorts can be used to make the necessary management decisions.