Applied Information and Communication Software in Assessment of Quality Reviews of Hotel Services from Romania

Abstract

Services represent the industry branch with the highest rate of growth in the world, and tourism has the highest increase in demand. Service quality is the result of comparing the various customer expectations expressed after the actual delivery of similar services from different service providers. Information and communication software in tourism invites the customers to express their complaints inside the management sector of the offering service unit. The paper focuses on measures that effectively regain customer trust and brand loyalty in hotel services aided by ICT.