Measures to improve the quality of hotel services

CITATION

Madar, A. (2017). Measures to improve the quality of hotel services. Bulletin of the Transilvania University of Brasov. Series V : Economic Sciences, 10(59), 85-92.

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ABSTRACT
This article aims to exemplify how, starting from the evaluation of customer satisfaction on service quality, the hotel units’ management, can apply different measures and strategies to improve it. To achieve the target, a marketing research survey is conducted based on a sample of 120 customers of Hotel „Kronwell” at the end of 2013. After analysing customer’ responses a series of measures have been taken to improve the quality of services offered by this hotel, then at the end of 2015 a new research was achieved, based on the same questionnaire. The results of this research highlight the increasing of customer satisfaction as a result of improving the quality of hotel services, supported by growth in net profit, turnover and decrease of employees’ number.



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