Evaluation of the Quality of Tourist Packages in Tunisia by Polish Tourists: A Case Study Using the SERVPERF Method

Abstract Polish tourists who decide to spend a holiday in various countries can be classified as ‘institutionalised’ tourists. They mostly choose tourist packages proposed by tour operators and their quality is one of the determinants of purchase. Although there have been many attempts at assessing the quality of single tourism services/products, no consistent methods for evaluation of the quality of services in a tourist package have been developed so far. Therefore, the present study proposes a subjective consumerbased research procedure to assess the quality of such a package. The procedure was prepared based on the example of an assessment of Tunisia tourist packages chosen by Polish tourists. The study procedure included the assumptions and principles of the SERVPERF method as well as a diagnostic survey and the use of descriptive statistics. The results are a starting point for formulating recommendations for tour operators offering Polish tourists basic packages in Tunisia.