ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION
In tourism, hotels play an important role and contribute to the economic growth in cities and other places endowed with attractions which are universally recognized. Two elements are essential in the tourism industry system: product quality and human resources. In terms of quality of the hotel ser...
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doaj-b084b233788249a4b18dae43f80124522020-11-24T22:24:18ZdeuUniversity of OradeaAnnals of the University of Oradea: Economic Science1222-569X1582-54502012-12-0112349354ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTIONIspas RoxanaMarinescu Roxana CristinaIn tourism, hotels play an important role and contribute to the economic growth in cities and other places endowed with attractions which are universally recognized. Two elements are essential in the tourism industry system: product quality and human resources. In terms of quality of the hotel services, that is the one that allows to the tourist enterprise to own a competitive advantage, gain competitive differentiation and reputation among customers by achieving a high degree of customer satisfaction. Hotel customer satisfaction would be impossible if the hotel management does not perform periodic evaluations on customer satisfaction and quality, which are the focus of this paper. Therefore, this paper focuses on customer satisfaction measured by the SERVQUAL model.http://anale.steconomiceuoradea.ro/volume/2012/n2/049.pdftourism, hotel industry, quality, satisfaction, client |
collection |
DOAJ |
language |
deu |
format |
Article |
sources |
DOAJ |
author |
Ispas Roxana Marinescu Roxana Cristina |
spellingShingle |
Ispas Roxana Marinescu Roxana Cristina ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION Annals of the University of Oradea: Economic Science tourism, hotel industry, quality, satisfaction, client |
author_facet |
Ispas Roxana Marinescu Roxana Cristina |
author_sort |
Ispas Roxana |
title |
ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION |
title_short |
ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION |
title_full |
ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION |
title_fullStr |
ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION |
title_full_unstemmed |
ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION |
title_sort |
achieving sustainable tourism through customer satisfaction |
publisher |
University of Oradea |
series |
Annals of the University of Oradea: Economic Science |
issn |
1222-569X 1582-5450 |
publishDate |
2012-12-01 |
description |
In tourism, hotels play an important role and contribute to the economic growth in cities and other places endowed with attractions which are universally recognized. Two elements are essential in the tourism industry system: product quality and human resources. In terms of quality of the hotel services, that is the one that allows to the tourist enterprise to own a competitive advantage, gain competitive differentiation and reputation among customers by achieving a high degree of customer satisfaction. Hotel customer satisfaction would be impossible if the hotel management does not perform periodic evaluations on customer satisfaction and quality, which are the focus of this paper. Therefore, this paper focuses on customer satisfaction measured by the SERVQUAL model. |
topic |
tourism, hotel industry, quality, satisfaction, client |
url |
http://anale.steconomiceuoradea.ro/volume/2012/n2/049.pdf |
work_keys_str_mv |
AT ispasroxana achievingsustainabletourismthroughcustomersatisfaction AT marinescuroxanacristina achievingsustainabletourismthroughcustomersatisfaction |
_version_ |
1725761955556229120 |