The Satisfaction Index In The Hotel Business Case Study: Vega Hotel By Galati

• Author: Dan Pauna, Luminita Maria Filip
• Pages: 200-209

European Integration - Realities and Perspectives. Proceedings 2016

200

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

1. Introduction

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-

danubius.ro/pauna_dan@yahoo.com.

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: mariacraciun@univ-danubius.ro.