THE IMPACT OF THE QUALITY OF TOURIST PRODUCTS AND SERVICES ON THE CUSTOMERS OF A TOURISM AGENCY

Gina Ionela BUTNARU

Abstract


Tourism capitalises and exploits economically the unique thesaurus made of the richness created by nature and climate, or left by history, folklore and civilisation. In this tourist universe, the consumer’s power does not cease to affirm itself, and that is why quality is one of the main requirements. Starting from this idea, we elaborated the paper with the title “The impact of the quality of tourist products and services on the customers of a tourism agency”. The purpose of this paper is to find out the degree of satisfaction of the customers of a tourism agency concerning the quality of the tourist products and services offered. We tried to present the problems and the importance of quality in the field of tourism, and to find modalities for its estimation and evaluation, taking into account that the satisfaction of the consumer or of the tourist highly depends in a way on the quality of products and services offered. The research intended to gather, analyse, and process the data, to test the hypotheses, and to make the conclusions.

Keywords


products quality; quality of tourist services; tourism agency; impact on customers

References


Albu, A. (2005) Introducere în calitatea serviciilor, Didactică şi Pedagogică, Bucureşti

Anastasiei B. (2004) Marketing Turistic, Polirom, Iaşi, p. 64

Bergman, Bo., Klefsjo, B. (1994) Quality from Customer Needs to Customer Satisfaction, Mc Graw-Hill Book Company, London

Butnaru, G. I. (2009) Strategii manageriale pentru asigurarea calităţii produselor şi serviciilor turistice, Tehnopress, Iaşi

Coita D. C., Nedelea A. (2006) Comportamentul turiştilor şi naţionalitatea, criterii de clasificare a turistilor şi de segmentare a pieţei turistice, http://www.managementmarketing.ro /pdf/articole/25.pdf, accessed on the 25th of November, 2010

Crosby, P., B. ( 2006) Quality Without Tears, The Art of Hassle- Free Management. Quality is Free, McGraw- Hill Book Company, New York

Chaṣovschi, C., E., Hesselmann, G., et.al., Analysis of tourism motivation toward market segmentation and strategic management of Bucovina destination, Journal of tourism, Issue 11

http://www.seap.usv.ro/eaat/RDT/v1/index.php?option=com_content&task=view&id=39&Itemid=78

Davidson R. (2002) Tourism in Europe, Pitman Tehniplus, Paris

Draica C. (2003) Turismul internaţional, Practici de elaborare şi distribuţie a produsului turistic, All Beck, Bucureşti

Duane Davis, Jeff Allen, Robert M.Cosenza (1998) Segmenting Local Residents by Their Atitudes, Interests and Opinions Toward Tourism, in “Journal of Travel Research”, vol. 27, no. 2, Fall

Jivan, A. (1998) Managementul serviciilor, De vest, Timişoara, p. 90

Kotler, Ph. (1988) Managementul Marketingului, Teora, Bucureşti

Lache, C. (2002) Marketing turistic, Tipo Moldova, Iaşi

Lanquar R. (2002) Le marketing touristique, Presses Universitaires de France, Paris

Manolică, A., Bobâlcă, C., Ciobanu, O. (2011) Qualitative observation applied in promotional strategy design, The Annals of "Ştefan cel Mare" University of Suceava. Fascicle of The Faculty of Economics and Public Administration Vol. 11, No. 2 (14), http://seap.usv.ro/annals/ojs/index.php/annals/article/view/408/420

Maxim. E. (2007) Calitatea şi managementul calităţii, Sedcom Libris, Iaşi, p. 10

Mervyn Jackson, Gerard White şi Marie Gronn White (2001) Developing a Tourist Personallty Typolgy, Cauthe National Research Conference, p. 181.

Nedelea, A. (2003) Piaţa turistică, Didactică şi Pedagogică, Bucureşti

Nickerson, N., Ellis, G. (1999) Traveller type and activation theory: A comparison of two models, Journal of Travel Research, pp. 26-31

Nistoreanu A., Dinu P., Nedelea V. (2004) Producţia şi comercializarea produselor turistice, Didactică şi Pedagogică, R.A., Bucureşti

Niţă, V., Butnaru, Gina. I. (2007) Gestiune hotelieră, Tehnopress, Iaşi

Niţă, V. (2004) Managementul serviciilor de cazare şi catering, Tehnopres, Iaşi, p. 97

Norbert Vanhove (2005) The economics of tourism destination, Elsevier

Plog Stanley C. (2003) Leisure Travel: A Marketing Handbook, LAVOISIER S.A.S.

Andrei, R., Coperţchi, M., Dragnea, L. (2006) Manual de tehnici operaţionale în activitatea de turism, Irecson, Bucureşti

Rotaru , I. (2004) Globalizare şi turism cazul României, Continent, Bucureşti, p. 241

Schoemaker S. (1994) Segmenting the U.S. Travel Market According to Benefits Realized, Journal of Travel Research, vol. 32, no. 3, winter

Snak O., Baron P., Neacşu N. (2001) Economia Turismului, Expert, Bucureşti

Szabó, T, Relationship between the effects of increasing the satisfaction of the visitors and development of cultural tourism, Journal of tourism, Issue 12,

http://www.seap.usv.ro/eaat/RDT/v1/index.php?option=com_content&task=view&id=41&Itemid=78

Untaru, E., N., Ispas, A., Neacṣu, A., N., (2012) Perceptions of restaurant managers about the quality of products and services offered to consumers. Case study: he city of Brasov, Journal of tourism, Issue 13, HTTP://WWW.REVISTADETURISM.RO/INDEX.PHP/RDT/ARTICLE/VIEW/6

*** http://www.mytravelguru.ro/cum-alegem-o-agentie-de-turism

*** ANAT (National Association of Tourism Agencies in Romania), http://www.anat.ro/


Full Text: PDF

Bookmark and Share


Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.