IDEAS home Printed from https://ideas.repec.org/a/ora/journl/v1y2012i2p349-354.html
   My bibliography  Save this article

Achieving Sustainable Tourism Through Customer Satisfaction

Author

Listed:
  • Marinescu Roxana Cristina

    (Universitatea din Craiova, Centrul Universitar Drobeta Turnu Severin, Facultatea de Economie si Administrarea Afacerilor)

  • Ispas Roxana

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.

Suggested Citation

  • Marinescu Roxana Cristina & Ispas Roxana, 2012. "Achieving Sustainable Tourism Through Customer Satisfaction," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(2), pages 349-354, December.
  • Handle: RePEc:ora:journl:v:1:y:2012:i:2:p:349-354
    as

    Download full text from publisher

    File URL: http://anale.steconomiceuoradea.ro/volume/2012/n2/049.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Mazilu Mirela & Marinescu Roxana Cristina, 2009. "The Competitiveness Of The Romanian Tourism – A Ghost Or Sustainable Reality?," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 4(1), pages 367-372, May.
    2. Mazilu Mirela & Marinescu Roxana Cristina & Sperdea Natalita, 2010. "The Quality Of The Tourism Services Under The Sign Of Sustainability," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(2), pages 977-983, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Roxana, MARINESCU, 2014. "Aspects Of Sustainable Development Of The Tourism In Mehedinti County In Terms Of Quality Improvement," Management Strategies Journal, Constantin Brancoveanu University, vol. 26(4), pages 690-697.
    2. Mirela MAZILU, 2011. "The Regional Development Of Tourism From The Perspective Of The Sustainable Development," Proceedings of Administration and Public Management International Conference, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 7(1), pages 265-277, June.
    3. Gabriela ANTONESCU & Cristina Maria PARTAL & Sorin P. ANGHELUȚĂ, 2014. "The Dimension Of Romanian Tourism Development," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 17(17), pages 69-74, June.
    4. repec:rom:campco:v:7:y:2011:i:1:p:265-277 is not listed on IDEAS
    5. Mazilu Mirela & Marinescu Roxana Cristina & Sperdea Natalita, 2010. "The Quality Of The Tourism Services Under The Sign Of Sustainability," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(2), pages 977-983, December.

    More about this item

    Keywords

    tourism; hotel industry; quality; satisfaction; client;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ora:journl:v:1:y:2012:i:2:p:349-354. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catalin ZMOLE (email available below). General contact details of provider: https://edirc.repec.org/data/feoraro.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.