European Integration - Realities and Perspectives. Proceedings 2016
The Satisfaction Index in the Hotel Business
Case Study: Vega Hotel by Galati
Dan Păuna1, Luminita Maria Filip2
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 ho tel companies
emphasize customers' satisfaction, realizing that customers' perception on th e quality of products and services
is a decisive factor in the size of the market segment and the level of profit.
Keywords: customers' satisfaction; Servqual model; customers' satisfaction index.
JEL Classification: D11; D12; L83; P36
Generally, speaking about the hospitality industry, we consider a certain standard with implications on
the quality of the services offered, and the clients of the hotel “hope that the hotel will be clean,
comfortable, safe and secure. They expect it to be furnished with hygienic conditions, good and
sanitary food and beverage at a reasonable price” (Guler & Yukselen, 2010).
Services provided by hotels nowadays are designed for efficiency which, combined with the design
elements, change clients’ perception. This new element, a fusion between the two dimensions, offers
more than the quality provided by standards and goes up to a significant commitment of the
employees, so the offered product, mixing luxury with experience, is exceptional, “a kind of unique art
work”. (Michelli, 2008.)
Hotel clients are divided into two categories: those doing business and vacationers. While business
clients are “very sensitive to the efficacy of the reservation systems and to the comfort offered by the
available equipment” (Lupu, 2010), vacationers generally prefer “options simpler and cheaper than a
hotel” (Lupu, 2010). Selecting a hotel means information, marketing actions, and, why not, choosing
the same accommodation place again due to previous complete satisfaction. “Basically, there is no
perfect hotel” (Lupu, 2010), but there are some advantages, sometimes even considerable ones, that
the hotel will use in order to appeal to a certain segment of customers. However, there will be no
hotels appealing to all categories of clients.
1 Senior Lecturer, PhD, Danubius University of Galati, Faculty of Economic Sciences, Romania, Address: 3 Galati Blvd,
Galati, Romania, Tel.: +40372 361 102, Fax: +40372 361 290, Corresponding author: paunadan@univ-
2 Senior Lecturer, PhD, Danubius University of Galati, Faculty of Economic Sciences, Romania, Ad dress: 3 Galati Blvd,
Galati, Romania, Tel.: +40372 361 102, Fax: +40372 361 290, E-mail: email@example.com.