LIVITCHI-1-2024
INTEGRATION OF QUALITY, CUSTOMER SATISFACTION, AND
MANAGEMENT IN THE PROVISION OF TOURISM SERVICES
Oxana LIVITCHI, Assoc. Prof., PhD
Moldova State University
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Universal Decimal Classification: 338.46:005
JEL Classification: L25, L83, M21, Z32
Abstract
In recent years, the tourism industry has undergone significant changes amidst intense competition and the rapid evolution of customer preferences. In this dynamic context, the quality of tourism services, customer satisfaction, and managerial involvement are crucial aspects for the success of economic entities in this field. The purpose of this study is to investigate the interdependencies among these three aspects and their impact on organizational performance in the provision of tourism services. By integrating empirical data and relevant theory, this article aims to provide a deeper understanding of the dynamic relationships between quality, satisfaction, and management in the specific context of the tourism industry. This article will outline the fundamental theoretical basis, highlighting previous research and relevant theories, detail the methodology used to investigate the relationships between quality, satisfaction, and management in tourism service delivery, present the findings obtained, and finally, draw conclusions and discuss the implications of this study for managerial practice and future research in the field of tourism service provision.
Keywords: tourism services, customer, management, quality, satisfaction, performance
