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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

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    File URL: http://anale.steconomiceuoradea.ro/volume/2012/n2/049.pdf
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    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)

    More about this item

    Keywords

    tourism; hotel industry; quality; satisfaction; client;

    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

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