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The Quality of Hotel Services in Romania: an Application of the Servqual Model

Author

Listed:
  • Maria-Cristina Iorgulescu

    (Bucharest University of Economic Studies)

Abstract

The role and importance of service quality for hotel businesses cannot be contested. It is extremely important for managers to understand customers’ expectations. As a result, the paper presents an application of the Servqual model on the hotel industry in Romania. By using the Servqual scale, the article highlights the service dimensions Romanian consumers appreciate most in the hotel industry. The results show whether consumers are satisfied with the quality of Romanian hotel services. The implications of these results are discussed.

Suggested Citation

  • Maria-Cristina Iorgulescu, 2015. "The Quality of Hotel Services in Romania: an Application of the Servqual Model," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(2), pages 261-266, May.
    • Handle: RePEc:ovi:oviste:v:xv:y:2015:i:2:p:261-266
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    File URL: http://stec.univ-ovidius.ro/html/anale/RO/2015/i2/ANALE%20vol%2015%20issue_2_2015_site.pdf
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    More about this item

    Keywords

    Servqual; service quality; hotel industry; customer satisfaction;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • Z33 - Other Special Topics - - Tourism Economics - - - Marketing and Finance

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