The Quality of Hotel Services in Romania: an Application of the Servqual Model

Maria-Cristina Iorgulescu ()
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Maria-Cristina Iorgulescu: Bucharest University of Economic Studies

Ovidius University Annals, Economic Sciences Series, 2015, vol. XV, issue 2, 261-266

Abstract: The role and importance of service quality for hotel businesses cannot be contested. It is extremely important for managers to understand customers’ expectations. As a result, the paper presents an application of the Servqual model on the hotel industry in Romania. By using the Servqual scale, the article highlights the service dimensions Romanian consumers appreciate most in the hotel industry. The results show whether consumers are satisfied with the quality of Romanian hotel services. The implications of these results are discussed.

Keywords: Servqual; service quality; hotel industry; customer satisfaction (search for similar items in EconPapers)
JEL-codes: M10 Z33 (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:ovi:oviste:v:xv:y:2015:i:2:p:261-266

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