---

The study examined the different components involved in the formation of expectation and service delivery process, as well as the impact of expectations and service delivery process over consumer satisfaction level. The study analyzes the tourist industry and more specifically the travel agency sector in Republic of Moldova. Using a conceptual model of customer satisfaction generator factors a questionnaire with a Likert-type scale was developed. The results illustrated generator factor of customer satisfaction level from a customer perspective and from the perspective of travel agencies management. There were some differences between those two: customers would prefer some elements to other, while management of travel agencies would take into account all elements without allocating priority to certain elements. From a customer perspective the service delivery process is the main generator factor of the satisfaction level.

---

Master of Arts in Business with specialization in International Marketing and Sales at Fachhochschule Wiener Neustadt,Austria Licentiate in Economics specializing in International Economic Relations at Academy of Economic Studies, Chisinau, Moldova

---