Diagnosis of the determinants of the quality of tourist services
Journal Title: Zarządzanie i Finanse - Year 2012, Vol 10, Issue 3
Abstract
The growing need for quality management in many industries, also includes the travel services. Quality management systems in the tourism industry are responding to changes in the area and increasing competition. Unlike material goods, travel services due to its complexity does not have a strict set of parameters determining their quality. The paper presents results of research aimed at identifying the basic features of tourism service quality and to determine the degree of fulfillment of expectations and needs of buyers these services. In the study were participated customers of tourism enterprises, representing different sectors of services: accommodation, catering, transport, travel agencies and tourist information.
Authors and Affiliations
Iwona Batyk
Keywords
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