The Assessment of Hotel Services in Poiana Brasov Resort

• Author: Baltescu, C.A. - Boscor, D.
• Position: Faculty of Economic Sciences and Business Administration Transilvania University of Brasov
• Pages: 65-70

Bulletin of the Transilvania University of Braşov

Series V: Economic Sciences • Vol. 7 (56) No. 2 - 2014

THE ASSESSMENT OF HOTEL SERVICES

IN POIANA BRAŞOV RESORT

C.A. BLTESCU1 D. BOŞCOR1

Abstract: The choice of a holiday destination is determined by the features

of the existing accommodation offer. The quality of hotel services provided

influence the attracted customer segment, the satisfaction degree of

consumption, the loyalty degree for the accommodation unit and destination,

and also the economic-financial performance of the company. This article

analyzes the opinions of tourists staying in Poiana Braşov resort regarding

their consumption experience in one of the most representative hotels of the

resort. The results obtained show customers’ expectations , satisfaction

degree after consumption and future ways for adapting and improving hotel

services.

Key words: hotel services, customer satisfaction, service quality.

1 Faculty of Economic Sciences and Business Administration Transilvania University of Braşov.

1. Introduction

Poiana Braşov resort is considered one of

the most famous resorts for wintersports

from our country and an international

tourism center. In Poiana Brasov 47

accomodation units operate with

accomodation functions providing 3200

accomodation places [1]. Diversity and

reputation at national level of tourism

services offered are elements providing the

resort’s awareness. This statements are

supported by the resort’s mar ket shares on

the romanian mountain tourism market and

especially, those recorded at the level of

foreign tourists arrived in mountain

destinations from our country [1].

The article presents the results of a

marketing research conducted among

tourists who used hotel services in four of

the accommodation units with a well

defined image on the hotel market of the

Poiana Braşov resort. The results of the

research show the behaviour of persons

staying in analyzed hotels regarding the

purchase of hotel services with the aim to

identify the customers’ requirements and

expectations, the selection criteria, the

loyalty behaviour.

2. Customer satisfaction and quality

Ensuring a standard of services provided

has always been a problem in tourism

industry. Failure is always perceived as

being more transparent in comparison with

an activity’s success. Failures analysis

starts from knowing the dynamic and

complex nature of tourism services. The

quality of product/service offered is the

basis of ensuring competitiveness of a

tourism company [5]. Due to the

simultaneity and perishability of services,

when evaluating hotel performance it is

worth noting that service provisions are

more difficult to evaluate than the