Shortcomings of Service Quality in Uzbekistan’s Tourism Sector
Tashkent State University of Oriental Studies, Master’s Degree, 2nd Year, Solijonova Dildorakhon Shakhobiddin girl
Introduction
In today’s era of globalization, the tourism sector plays a vital role in the economic and cultural life of countries around the world. Uzbekistan, being one of the countries with great potential in this sphere, has identified tourism development as one of its priority directions. The government has adopted a number of laws and decrees to create favorable conditions for tourists. However, a number of shortcomings related to the quality of services still hinder the full realization of the country’s tourism potential.
Main Part
1. Lack of qualified service personnel In many tourist zones of Uzbekistan, service providers — including guides, hotel, and restaurant staff — are not sufficiently trained to meet modern standards. In particular, the lack of foreign language knowledge and poor service ethics leave a negative impression on tourists. Consequently, this reduces the desire of foreign visitors to return to the country.
2. Underdeveloped infrastructure Tourism infrastructure includes hotels, transportation, communication systems, the internet, and banking services. Unfortunately, in some regions of Uzbekistan — especially in remote areas — this infrastructure is not yet fully developed. Poor road conditions and the absence of clear signposts cause inconvenience for tourists traveling to these destinations.
3. Weak service culture One of the most important aspects of tourism is service culture. Proper communication, polite behavior, discipline, and hygiene are among the main factors determining service quality. Unfortunately, in some places, this culture has not been properly formed or remains at a low level.
4. Imbalance between price and quality In many tourist services, prices are relatively high while quality remains low. This is especially evident in hotels and catering establishments, where there is a noticeable mismatch between cost and quality. Such a situation causes dissatisfaction among tourists and reduces competitiveness.
5. Limited use of digitalization and modern technologies In today’s digital age, tourism services must also be provided through internet and mobile technologies. However, many services are still offered in traditional ways. Online booking, virtual guiding, and electronic payment systems have not been fully introduced in most areas, which prevents meeting the needs of modern travelers.
Conclusion
Service quality is a key factor in ensuring the long-term success of Uzbekistan’s tourism sector. If the problems mentioned above are systematically addressed, the number of tourists will increase, and the country’s economy will significantly strengthen.
To achieve this, it is essential to implement the following measures: Improve the system of training and preparing service personnel; Modernize tourism infrastructure; Introduce digital services and technologies; Raise awareness of service culture among the local population.
Solutions and Required Skills for Improving Service
Quality
1. Enhancing staff qualification Solutions: Introduce practice-oriented programs in tourism colleges and universities; Organize foreign language courses (English, Russian, Chinese);Conduct training sessions on service ethics. Skills required: Knowledge of foreign languages; Communication skills; Hospitality and patience.2. Improving service culture
Solutions
Develop certified courses on “Service Culture” for tourism employees; Conduct trainings on customer communication and conflict-free service. Skills required: Courtesy and politeness; Effective communication; Problem-solving ability. Developing infrastructure
Solutions
Renovate roads, transport, toilets, and information centers in tourist areas; Provide access to Wi-Fi, ATMs, and terminals. Managerial skills required: Planning and project management; Collaboration with local authorities and the private sector. Implementing digital technologies
Solutions
Offer services via online booking, digital payments, and mobile applications; Create virtual guides and digital tourist maps. Skills required: Digital literacy; IT proficiency; Content creation (photo/video, blogs, mobile apps).
Ensuring price–quality balance
Solutions
Introduce transparent pricing and rating systems for service providers; Strengthen standardization and certification procedures. Skills required: Pricing and service planning
Quality control Engaging the local population Solutions: Encourage local participation in agro-tourism, eco-tourism, and homestay projects; Promote local culture and traditions as tourism products. Skills required: Cooperation and teamwork; Product development and promotion.
Final Conclusion
By implementing the above-mentioned solutions and skills in practice, it is possible to significantly improve the level of service quality in Uzbekistan’s tourism sector. This will not only enhance tourist satisfaction but also ensure sustainable economic growth through tourism.
References
1. Decree of the President of the Republic of Uzbekistan “On Additional Measures for the Rapid Development of the Tourism Sector in the Republic of Uzbekistan” (PQ–4095, January 5, 2019).2. Official website of the State Committee for Tourism Development of Uzbekistan – https://uzbektourism.uz3.
Khodjayev, N. (2020). Issues of Developing Tourism Infrastructure in Uzbekistan. Journal of Economics and Innovative Technologies, No. 2.4. Karimova, S. (2021). The Role of Personnel Potential in Improving the Quality of Tourism Services. Tourism and Cultural Heritage Journal, No. 4.5. Turaev, B., & Jurayev, M. (2022). Use of Digital Technologies in Uzbekistan’s Tourism Services. Journal of Innovative Economy and Information Technologies, No. 3.6. WTO (World Tourism Organization). (2020). International Tourism Highlights. UNWTO Publications.7. Rustamov, D. (2019). Ways to Improve Service Quality. Socio-Economic Research Journal, No. 1.