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Determining the Quality of Hotel Services in Mamaia Resort

Author

Listed:
  • Corina Aurora Marin (Barbu)

    (Bucharest University of Economic Studies)

  • Elena Condrea

    (“Ovidius†University of Constanta)

Abstract

The quality of services can give the hotel industry a great chance to create competitive differences for organizations, being considered an essential, significant concept and a critical success factor in this industry. The quality of the services offered by a hotel is determined primarily by the satisfaction of its customers, the degree of fulfillment of their needs and desires. Numerous tools have been developed to measure the quality of services, which apply to both customers and hotel staff. The application of this tool allows to know the expectations and the level of customer satisfaction, and therefore the improvement of the services offered according to the needs of the guests. The most popular tool for measuring service quality is the SERVQUAL Model which has been applied in various service industries, including tourism and hospitality. This is the tool we also use to measure the quality of hotel services in Mamaia resort.

Suggested Citation

  • Corina Aurora Marin (Barbu) & Elena Condrea, 2020. "Determining the Quality of Hotel Services in Mamaia Resort," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(2), pages 141-148, December.
    • Handle: RePEc:ovi:oviste:v:xx:y:2020:i:2:p:141-148
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    More about this item

    Keywords

    quality; hotel industry; services; SERVQUAL Model;
    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
    • Z30 - Other Special Topics - - Tourism Economics - - - General
    • Z31 - Other Special Topics - - Tourism Economics - - - Industry Studies
    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development

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