Polish Tourists’ Perceptions of Service Quality Offered by Summer Resort Hotels in Romania
Maria Johann, Mihaela Constantinescu, Stefan Claudiu Caescu
The paper presents the results of a secondary data analysis examining Polish tourists’ perceptions of service quality offered by summer resort hotels in Romania. The researchers examined tourists’ comments regarding their satisfaction with their holiday experience in Romania presented on Polish leading travel websites over last years. Comparing to other countries, Romania is not among popular package holiday destinations and it is not promoted sufficiently in Polish market, however, more and more tourists might show their interest in visiting Romania. Assuming the further increase in the number of Polish travelers spending their holidays in Romania, the analysis of tourists’ opinions on tourism product quality will enable a more effective response to customers’ needs. The aim of the present research was to analyze tourists’ comments and opinions regarding their holiday experience in summer resort hotels in Romania in order to identify positive experiences as well as areas of tourists’ discontent. The surveyed sample comprises tourists that spent their summer holidays in one of 11 hotels, including three-star and four-star hotels between 2011 and 2014. The conclusions of the study are useful for hotel owners and managers, presenting a series of recommendations for service quality improvements.
hotel product attributes, service quality perception, qualitative analysis.
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