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Achieving Sustainable Tourism Through Customer Satisfaction

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  • Marinescu Roxana Cristina

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

  • Ispas Roxana

    ()

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    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.

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    Bibliographic Info

    Article provided by University of Oradea, Faculty of Economics in its journal The Journal of the Faculty of Economics - Economic.

    Volume (Year): 1 (2012)
    Issue (Month): 2 (December)
    Pages: 349-354

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    Handle: RePEc:ora:journl:v:1:y:2012:i:2:p:349-354

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    Related research

    Keywords: tourism; hotel industry; quality; satisfaction; client;

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    1. 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, University of Oradea, Faculty of Economics, vol. 1(2), pages 977-983, December.
    2. 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, University of Oradea, Faculty of Economics, vol. 4(1), pages 367-372, May.
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