SERVQUAL and the Romanian Hospitality Industry: A study
SERVQUAL and the Romanian Hospitality Industry: A study

Summary/Abstract: The Romanian hospitality industry has known in the last five years an ascending trend in quality and numbers of hotels being built. However, as the industry grows there are virtually no studies showing how the consumers perceive this change, and whether they are aware of it. From this point of view the field of perceived quality and customer satisfaction is relatively unexplored. For this purpose the current article presents a study, first of its kind on the Romanian hospitality industry, regarding how a service quality model such as SERVQUAL can be adapted and used by Romanian hotel managers to study customer satisfaction and then, based on the results, take strategic decisions because of it.

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