The Satisfaction Index in the Hotel Business Case Study: Vega Hotel by Galati
The Satisfaction Index in the Hotel Business Case Study: Vega Hotel by Galati

Author(s): Dan Păuna, Luminita Maria Filip
Subject(s): Economy
Published by: Editura Universitară Danubius
Keywords: customers' satisfaction; Servqual model; customers' satisfaction index
Summary/Abstract: This study focuses on customers' level of satisfaction in the hotel industry. In this case, the level of satisfaction represents an index that links customers' satisfaction with the firm's effort to offer not only effective accommodation services, but other services as well. Under these circumstances, the hotel companies emphasize customers' satisfaction, realizing that customers' perception on the quality of products and services is a decisive factor in the size of the market segment and the level of profit.

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