Case report
https://doi.org/10.1080/1331677X.2018.1477611
A new approach on the quality evaluation of tourist services
Gina Ionela Butnaru
; Faculty of Economics and Business Administration, Management Marketing and Business Administration, Universitatea Alexandru Ioan Cuza, Iasi, Romania
Amanda Miller
; School of Tourism, Events and Hospitality Management, Manchester Metropolitan University, Manchester, UK
Valentin Nita
; Faculty of Economics and Business Administration, Management Marketing and Business Administration, Universitatea Alexandru Ioan Cuza, Iasi, Romania
Mirela Stefanica
; Faculty of Economics and Business Administration, Management Marketing and Business Administration, Universitatea Alexandru Ioan Cuza, Iasi, Romania
Abstract
This paper emphasises how the quality of tourist services can be
evaluated. The first part presents the best known models developed
by specialists for service quality evaluation, then the authors created
their own model. According to this model, a global quality evaluation
indicator of tourist services was proposed, based on certain aspects
of quality aimed by both the provider and the customer/consumer of
tourist services. The calculus of this indicator was exemplified in the
case of a Romanian tourist area, Vatra Dornei.
Keywords
Quality; quality evaluation; tourist services; global quality evaluation indicator (G.Q.E.I.)
Hrčak ID:
206114
URI
Publication date:
3.12.2018.
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