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Polish Tourists’ Perceptions of Service Quality Offered by Summer Resort Hotels in Romania

Author

Listed:
  • Maria Johann

    (Warsaw School of Economics)

  • Mihaela Constantinescu

    (Bucharest University of Economic Studies)

  • Stefan Claudiu Caescu

    (Bucharest University of Economic Studies)

Abstract

The paper presents the results of a secondary data analysis examining Polish tourists’ perceptions of service quality offered by summer resort hotels in Romania. The researchers examined tourists’ comments regarding their satisfaction with their holiday experience in Romania presented on Polish leading travel websites over last years. Comparing to other countries, Romania is not among popular package holiday destinations and it is not promoted sufficiently in Polish market, however, more and more tourists might show their interest in visiting Romania. Assuming the further increase in the number of Polish travelers spending their holidays in Romania, the analysis of tourists’ opinions on tourism product quality will enable a more effective response to customers’ needs. The aim of the present research was to analyze tourists’ comments and opinions regarding their holiday experience in summer resort hotels in Romania in order to identify positive experiences as well as areas of tourists’ discontent. The surveyed sample comprises tourists that spent their summer holidays in one of 11 hotels, including three-star and four-star hotels between 2011 and 2014. The conclusions of the study are useful for hotel owners and managers, presenting a series of recommendations for service quality improvements.

Suggested Citation

  • Maria Johann & Mihaela Constantinescu & Stefan Claudiu Caescu, 2015. "Polish Tourists’ Perceptions of Service Quality Offered by Summer Resort Hotels in Romania," International Conference on Marketing and Business Development Journal, The Bucharest University of Economic Studies, vol. 1(1), pages 109-114, July.
    • Handle: RePEc:aes:icmbdj:v:1:y:2015:i:1:p:109-114
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    References listed on IDEAS

    as
    1. Yurtseven, Huseyin Ridvan, 2005. "Service Quality of Troy: An Importance-satisfaction Analysis," MPRA Paper 25396, University Library of Munich, Germany, revised 25 Feb 2006.
    2. Gina Ionela Butnaru, 2009. "The quality of services in tourism and in the Romanian accommodation system," Analele Stiintifice ale Universitatii "Alexandru Ioan Cuza" din Iasi - Stiinte Economice (1954-2015), Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, vol. 56, pages 252-269, November.
    3. Christèle Camelis & Cécile Maunier, 2014. "Tourist satisfaction: do tourism experience elements have a stable contribution across destinations ?," Post-Print hal-01246281, HAL.
    4. Correia, Antonia & Oom do Valle, Patricia & Moco, Claudia, 2007. "Modeling motivations and perceptions of Portuguese tourists," Journal of Business Research, Elsevier, vol. 60(1), pages 76-80, January.
    5. Sun, Minghui & Zhang, Xiaoyu & Ryan, Chris, 2015. "Perceiving tourist destination landscapes through Chinese eyes: The case of South Island, New Zealand," Tourism Management, Elsevier, vol. 46(C), pages 582-595.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    hotel product attributes; service quality perception; qualitative analysis.;
    All these keywords.

    JEL classification:

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

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