Determining the Quality of Hotel Services in Mamaia Resort

Corina Aurora Marin (Barbu) () and Elena Condrea ()
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Corina Aurora Marin (Barbu): Bucharest University of Economic Studies
Elena Condrea: “Ovidius†University of Constanta

Ovidius University Annals, Economic Sciences Series, 2020, vol. XX, issue 2, 141-148

Abstract: The quality of services can give the hotel industry a great chance to create competitive differences for organizations, being considered an essential, significant concept and a critical success factor in this industry. The quality of the services offered by a hotel is determined primarily by the satisfaction of its customers, the degree of fulfillment of their needs and desires. Numerous tools have been developed to measure the quality of services, which apply to both customers and hotel staff. The application of this tool allows to know the expectations and the level of customer satisfaction, and therefore the improvement of the services offered according to the needs of the guests. The most popular tool for measuring service quality is the SERVQUAL Model which has been applied in various service industries, including tourism and hospitality. This is the tool we also use to measure the quality of hotel services in Mamaia resort.

Keywords: quality; hotel industry; services; SERVQUAL Model (search for similar items in EconPapers)
JEL-codes: M10 M19 Z30 Z31 Z32 (search for similar items in EconPapers)
Date: 2020
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