ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION

Marinescu Roxana Cristina () and Ispas Roxana ()
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Marinescu Roxana Cristina: Universitatea din Craiova, Centrul Universitar Drobeta Turnu Severin, Facultatea de Economie si Administrarea Afacerilor

Annals of Faculty of Economics, 2012, vol. 1, issue 2, 349-354

Abstract: 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.

Keywords: tourism; hotel industry; quality; satisfaction; client (search for similar items in EconPapers)
JEL-codes: M10 M19 (search for similar items in EconPapers)
Date: 2012
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