Customer satisfaction in tourism. How to measure it?

Raluca Mihaela Păun ()
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Raluca Mihaela Păun: Bucharest University of Economic Studies, Romania

CACTUS - The Tourism Journal for Research, Education, Culture and Soul, 2014, vol. 10, issue 1

Abstract: Measuring customer satisfaction is indispensable nowadays, for public organizations, to verify if they are doing the right thing. The position of a public institution is not always easy, because of the nature of the client on the one hand and the public, on the other hand. Citizens / customers have different faces and different roles; sometimes they are customers service and sometimes behave as citizens, especially when they have to pay taxes or comply with certain rules. This is reflected also in differences between the provision of public services and the provision of services in the private sector. In addition, most public sector organizations are providing services. Services have some clear characteristics that make them special and different as products, therefore, customer satisfaction measurement is vital for the development and continuity of services, especially in tourism. Service-quality studies in the tourism and hospitality industry are important in identifying the factors that determine visitors’ satisfaction or dissatisfaction. The present article focuses on measuring the tourist satisfaction with a destination and the specific methodology.

Keywords: satisfaction; tourism; hospitality; service quality; perception; measurement (search for similar items in EconPapers)
JEL-codes: E01 L83 R40 (search for similar items in EconPapers)
Date: 2014
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