Measures to improve the quality of hotel services

• Author: Madar A.
• Pages: 85-92

Bulletin of the Transilvania University of Braşo v

Series V: Economic Sciences • Vol. 10 (59) No. 1 - 2017

Measures to improve the quality of hotel services

Anca MADAR1

Abstract: This article aims to exemplify how, starting from the evaluation of customer

satisfaction on service quality, the hotel units’ management, can apply different measures

and strategies to improve it. To achieve the target, a marketing research survey is conducted

based on a sample of 120 customers of Hotel „Kronwell” at the end of 2013. After analysing

customer’ responses a series of measures have been taken to improve the quality of services

offered by this hotel, then at the end of 2015 a new research was achieved, based on the

same questionnaire. The results of this research highlight the increasing of customer

satisfaction as a result of improving the quality of hotel services, supported by growth in net

profit, turnover and decrease of employees’ number.

Key-words: quality, hotel services, customer satisfaction, marketing research

1. Introduction

The Shorter Oxford English Dictionary (Oxford, 1950) - defines tourism as „Theory

and Practice of field trips; being a pleasure trip” and the tourist „The one who makes

a tour or more rounds, especially one who does this for recreation; one who travels

for pleasure or for cultural reasons, visiting different places for their interesting

targets for landscape or others like.”

Explanatory Dictionary of the Romanian Language proposes the following

definition: „Service activity that deals with organizing and carrying out recreational

and leisure travelers or for other purposes” (DEX online).

The tourism as a business, capitalizes the output of both branches of the

material production and the services sector. The tourism industry has a great variety

of activities and sectors of the economy whose primary function is to meet the

tourists’ needs through tourist services offered (Witt, St. et al. 1995, p. 24).

The travel service aims to provide the conditions to restore working capacity,

at the same time with the fun and educational spending of free time. Following the

completion of tourist consumption, individuals must acquire extra knowledge, thus

increasing the quality of life. Therefore the organizers of tourism have to diversify

1 Transilvania University of Braşov, ancamadar@unitbv.ro