Assessment of Customer Satisfaction in the Luxury Hotels in Bucharest

Abstract

In the hospitality industry, the quality of the services provided to customers determines the level of business success. In order to support and continuously improve the high level of quality, the hotel managerial staff should constantly assess the level of customer satisfaction, as well as the level of competitiveness as a result of the improvements of the services based on customers’ feedback. Such an evaluation begins by identifying the main attributes of the provided services, which make up the quality perceived by the customer and can influence his/her level of satisfaction. In order to achieve full customer satisfaction and maintain its place on the market, the hotel managerial staff should know, obtain, and maintain a competitive position in the context of the market’s dynamic change and create the opportunity for continuous improvement of its services. In this regard, this research seeks to evaluate the services provided by the selected hotels in order to help the administrators monitor their service delivery process, identify shortcomings and take corrective action. Thus, based on the exploratory study of the customers, this paper identifies the key success factors for luxury hotels in Bucharest and develops plans for the hotel managerial staff to improve their services.

Keywords

• management quality
• price
• services
• expectations
• perceptions
• experience