Liliana ELMAZI


Service quality initiatives are high priorities in many tourist destinations, with expenditure seen as long-term investment for future growth and profitability. My study’s goal is to explain the quality dimensions from the viewpoint of tourism destination. When we start to discuss about tourism quality supply, the main problem we have to consider is the structure of tourism supply as a complex of tangible and intangible elements. Analysis of the quality problem, their measuring and monitoring and marketing strategies based on quality, needs to be built on the specificity of tourist offer, regarding the level of goods and services. Because of this, the level of quality and customer satisfaction of quality is very hard to measure and to control. The first major feature of quality programs development is typically, to identify the key components or dimensions of quality from customer and employee research, i.e. their needs and expectations.


customer perceptions; expectations; service quality; tourist destination


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