Study regarding rural guesthouse and tourists’ satisfaction

  • Iulia C. Muresan USAMV Cluj-Napoca
  • Felix H. Arion USAMV Cluj-Napoca
  • Rezhen Harun USAMV Cluj-Napoca
Keywords: quality estimation, SERVQUAL, rural tourism


Abstract. In order to success in any business an important factor is considered to be the quality of the services delivered to customers. The paper presents the tourists’ satisfaction with respect to the services offered by rural guesthouses. Lodging represents an important part of the holiday. According to the available legislation of Romania there are more than 10 different types of accommodation facilities which can be certificated to assure to the tourist services. Hitherto in Romania the certification of accommodation facilities is due to only truth technical characteristics. For the main objective of the paper a survey was conducted in 2 flowers and 3 flowers rural guesthouses. The respondents had to evaluate the quality of the services by using the SERVQUAL model. The quality of the services offered by the rural guesthouses did not meet the tourists expectations for none of the comfort categories. For future research is recommended to conduct a similar study at the nation level to determinate if only the technical characteristics are enough or not to certificate an accommodation units.