Hotel Services Quality Assessment using “Servqual” Method. Case Study: Athenee Palace Hotel

Abstract

With more intense competition in the global market without quality and without special skills in obtaining assessment, and continuous improvement, companies can not meet the increasing demands of consumers. Therefore, service companies must find those quality strategies that ultimately lead to achieving maximum consumer satisfaction. In order to assess satisfaction and therefore, in order to improve service quality SERVQUAL method may be used. This paper illustrates the application of this method in the hotel services offered by the Hotel Athenee Palace in Bucharest.