Continuously Improving the Quality of Tourism Services, a Method of Increasing Customer Satisfaction

• Author: Madar A.
• Position: Transilvania University of Brasov
• Pages: 87-94

Bulletin of the Transilvania University of Braşo v

Series V: Economic Sciences • Vol. 12 (61) No. 1 – 2019

https://doi.org/10.31926/but.es.2019.12.61.1.12

CONTINUOUSLY IMPROVING THE QUALITY OF

TOURISM SERVICES, A METHOD OF

INCREASING CUSTOMER SATISFACTION

Anca MADAR1

Abstract: Quality is and will always be an important, if not the most

important, factor of competition. Improving quality has been integrated into

quality actions. It appears in the ISO 9000 series as a quality management

function, performed systematically through quality management systems.

The present paper analyses and exemplifies how the continuous

improvement of the quality of tourism services through the implementation

of the certification strategy has increased the satisfaction of N & C Turism's

clients, which has resulted in the increase in the number of tourists and the

number of overnight stays.

Keywords: quality, tourism services, customer satisfaction, quality

strategy

1. Introduction

Given the current socio-economic environment, quality has become a strategic tool of

global business management, as well as a determinant of their competitiveness. Also, by

its importance to consumers and citizens, quality is an essential factor in the service of

civil society and the environment. The general concept of quality is used in various

fields, with different meanings, corresponding to each of them; the meanings of this

concept are philosophical, logical, technical, economic, and social.

Starting from the etymology of the word “quality”, originating from the Latin “quales”

that has the meaning of "way to be", a standardized definition of “quality” developed by

the International Organization for Standardization (ISO) has been reached, according to

which "Quality SR EN ISO 9000: 2000) is the extent to which a set of intrinsic

characteristics meet the requirements (Stoican, Sonea and Camarda, 2013).

Taking into account the importance of quality, this paper aims to illustrate how the

quality of service can be improved by implementing the certification strategy. For this,

the author made both bibliographic research and fieldwork. The results of the research

show that, in the analysis performed in this paper, the implementation of the

1 Transilvania University of Braşov, ancamadar@unitbv.ro