Synthetic Measure of the Quality of Service Taking into Account the Client’s Perspective in the Hotel Industry

Abstract

We suggest a simple method to aggregate tourist opinions, measured on a scale from 1 to 10, relatively to 14 criteriaconsidered to be the most important. We are taking into consideration the tourists’ opinion regarding the importanceof criteria and the synthetic result obtained lead to a hierarchy of the hotels where the research has been made, fromthe point of view of the quality of services provided. The results obtained can make the managers aware about thesituation oft the unit they manage and they can signal to them the characteristics which must be improved in order toobtain a better position in the guests’ opinion.