Template-Type: ReDIF-Article 1.0
Author-Name: Raluca Mihaela Păun
Author-Name-First: Raluca Mihaela
Author-Name-Last: Păun
Author-Email: paunraluca_mihaela@yahoo.com
Author-Workplace-Name: Bucharest University of Economic Studies, Romania
Title: Customer satisfaction in tourism. How to measure it?
Journal: CACTUS - The Tourism Journal for Research, Education, Culture and Soul
Abstract: Measuring customer satisfaction is indispensable nowadays, for public organizations, to verify if they are doing the right thing. The position of a public institution is not always easy, because of the nature of the client on the one hand and the public, on the other hand. Citizens / customers have different faces and different roles; sometimes they are customers service and sometimes behave as citizens, especially when they have to pay taxes or comply with certain rules. This is reflected also in differences between the provision of public services and the provision of services in the private sector. In addition, most public sector organizations are providing services. Services have some clear characteristics that make them special and different as products, therefore, customer satisfaction measurement is vital for the development and continuity of services, especially in tourism. Service-quality studies in the tourism and hospitality industry are important in identifying the factors that determine visitors’ satisfaction or dissatisfaction. The present article focuses on measuring the tourist satisfaction with a destination and the specific methodology.
Keywords: satisfaction, tourism, hospitality, service quality, perception, measurement
Classification-JEL: L83, E01, R40
Creation-Date: 2014
Year: 2014
Volume: 10
Issue: 1
File-URL: https://cactus-journal-of-tourism.ase.ro/Pdf/vol10/paun_mihaela.pdf
File-Format: Application/pdf
Handle: RePEc:bum:cactus:cactus-2014-10