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Guest Services Quality Assesment In Tourism, Using An Attributes Scale

Author

Listed:
  • BAN OLIMPIA

    (Universitatea din Oradea, Facultatea de Stiinte Economice)

  • POPA LUMINITA

    (Universitatea din Oradea, Facultatea de Stiinte Economice)

Abstract

It is considered that a weakness of the Romanian tourism offer is the quality of guest services. In this paper we established as an objective to examine in detail the importance given by the consumers to the components of guest service quality and their perceived performance, based on the three pillars of service quality: the material base (equipments), staff training and staff behavior. The emphasis is on the investigation regarding staff training and behaviour, taking into account the multiple attributes SERVQUAL scale. On the basis of this work lies a survey done in March-April 2010 on the population of Oradea, on a sample of 1060 people. Results confirm the importance granted to staff in ensuring quality of tourism services and their perceived relatively weak performance.

Suggested Citation

  • Ban Olimpia & Popa Luminita, 2010. "Guest Services Quality Assesment In Tourism, Using An Attributes Scale," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(2), pages 378-384, December.
    • Handle: RePEc:ora:journl:v:1:y:2010:i:2:p:378-384
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    File URL: http://anale.steconomiceuoradea.ro/volume/2010/n2/057.pdf
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    More about this item

    Keywords

    service; quality; tourism; evaluation; Romania;
    All these keywords.

    JEL classification:

    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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