Digital Tools and Tourist Satisfaction: Empirical Evidence from Romania’s Hospitality Services
Year: 2026
Type: article
Abstract: The rapid digital transformation of the hospitality sector has significantly reshaped how tourists interact with service providers, influencing service perception, experience quality, and overall satisfaction. This paper investigates the role of key digital tools—mobile applications, online booking platforms, digital check-in systems, and customer feedback technologies—in shaping tourist satisfaction within the Romanian hospitality industry. Using empirical evidence collected from hospitality establishments across major tourism destinations, the study examines how digital adoption enhances service efficiency, personalization, and real-time communication. Findings show that digital tools contribute positively to perceived service quality, operational fluidity, and customer engagement, with notable differences across age groups and service categories. The paper provides managerial implications for Romanian hospitality operators and highlights strategic directions for strengthening digital competitiveness.
Institutions: Ovidius University, Bucharest University of Economic Studies
Language: English
Subfield: Sociology and Political Science
Field: Social Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7128877187
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