Study on the Students' Perception of Knowledge Usefulness and Necessity Concerning Tourists' Protection

Niţă, Valentin; Butnaru, Gina Ionela Article Study on the Students' Perception of Knowledge Usefulness and Necessity Concerning Tourists' Protection Amfiteatru Economic Journal Provided in Cooperation with: The Bucharest University of Economic Studies Suggested Citation: Niţă, Valentin; Butnaru, Gina Ionela (2010) : Study on the Students' Perception of Knowledge Usefulness and Necessity Concerning Tourists' Protection, Amfiteatru Economic Journal, ISSN 2247-9104, The Bucharest University of Economic Studies, Bucharest, Vol. 12, Iss. 28, pp. 332-347 This Version is available at: https://hdl.handle.net/10419/168695 Standard-Nutzungsbedingungen: Die Dokumente auf EconStor dürfen zu eigenen wissenschaftlichen Zwecken und zum Privatgebrauch gespeichert und kopiert werden. Sie dürfen die Dokumente nicht für öffentliche oder kommerzielle Zwecke vervielfältigen, öffentlich ausstellen, öffentlich zugänglich machen, vertreiben oder anderweitig nutzen. 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If the documents have been made available under an Open Content Licence (especially Creative Commons Licences), you may exercise further usage rights as specified in the indicated licence. http://creativecommons.org/licenses/by/4.0/ AE Study on the Students’ Perception of Knowledge Usefulness and Necessity Concerning Tourists’ Protection Amfiteatru Economic 332 STUDY ON THE STUDENTS’ PERCEPTION OF KNOWLEDGE USEFULNESS AND NECESSITY CONCERNING TOURISTS’ PROTECTION Valentin Niţă1∗ and Gina Ionela Butnaru2 1) 2) Alexandru Ioan Cuza, University, Iaşi, Romania Abstract The subject concerning the protection of the consumers’ rights and interests is of high concern nowadays, because the market economy, by its mechanisms and by the principles it promotes is permanently associated with the notion of correctness. Considering the consumer’s needs, the notion of correctness from the market economy has in view the assurance of great informative possibilities, of choosing and buying the products at convenient prices, with a corresponding quality. The market should be transparent, the information should circulate freely, and the prices should be known. Consequently, the competition will be efficient, loyal, and beneficial for the consumer. Taking into account that one fundamental right of the consumer is to be informed and educated, we intend to realize a study on the identification and solving of the problems met by the students from the departments of Tourism Geography and Environmental Geography, concerning the usefulness and the necessity of a knowledge regarding the protection of tourism consumers. In correlation with this objective, we consider that the academic environment in which the students develop themselves represents an opportunity in what concerns sending and accumulating information from different fields, to efficiently contribute to the formation of a citizen who is aware of his rights as a consumer. Keywords: consumers’ protection, tourism, problem identification, students JEL Classification: C01, C12, D18 Introduction After joining the European Union, the development of the protection of the consumers’ rights and interests has started in Romania. These consumer protection’s movements constitute a true force which has started to act also in our country. As a specialised institution there is The Consumers Protection Office (OPC) acting in this field. At first they did not have the autonomy, being a component of the organism named The National Commission for Standards, Metrology, and Quality. ∗ Corresponding author, Valentin Niţă - [email protected] Protection of Consumers’ Rights and Interests AE Vol XII • No. 28 • June 2010 333 The Governmental Emergency Ordinance no 2/2001 establishes the rule of setting a National Authority for the Consumers Protection (ANPC) as an organism specialised in the central public administration, with juridical personality (artificial person), where the denomination of OPC is meant to be transformed in ANPC. In what concerns the efforts made for the consumers’ education, they practically do not exist. The consumers are hardly able to exercise this right to protection, especially for tourism products and services, due to their intangibility, their difficulty to appreciate quality, the high degree of subjectivism registered among the tourism consuming clients, but also because a reflex for the demand has not yet been formed, as, for example, for signing a selling contract with tourism agencies for the packages of tourist services. The consumers’ opportunity to have access to a multitude of tourist offers implies that not only the liberty of choice of the tourism products and services (the consumers choose what they like and what they desire), but also the responsibility to demand that what they receive is according to their rightful interests. Thus, the consumers’ fundamental rights are expressed, supported by law. The same, the tourism economic agents must adapt their products and services, and offer them as the consumers require them. For the first time in Romania, the consumers’ fundamental rights were established in article 3 of the Governmental Ordinance no 21/1992 regarding the consumers’ protection, admitting five of their fundamental rights. Afterwards, they were maintained by the Law no 296/2004 concerning the Code of Consumption, two more rights being added, regarding more the economic interests, which is explained by the impetuous development of the legislation in this field. The foreign specialty literature emphasises the fact that the notion of protection of the consumers’ rights and interests is complex, and often ambiguously defined. To respect consumers’ rights is one of European policies, and it is very strict: ignoring the consumers’ rights leads to big fines from the inspection organisms, and also to the loss of the market share; and the consequences are predictable. 1. Recent research in the field of protection of the consumers’ rights and interests In what concerns the aspect of protection of the consumers’ rights and interests, a series of studies and research works have been realised along the time. Chebat, et al. (2005) tried to determine the degree of their dissatisfaction, using the Lazarus model in a study dedicated to the consumers. The study demonstrated that there was a strong connection between the level of education of the individual and the consumption of products and services. In other words, the consumers can express their feelings of satisfaction or dissatisfaction both according to their expectations, and according to the information they have concerning the protection of their rights. The main instruments in the education and information of the individuals as consumers are on one hand the academic environment, and on the other hand the economic agents. According to Glazer, et al. (2008) they need to have an ethical behaviour. In a study realized in 2008, they demonstrate that discrimination represents a factor with a major influence over the consumer. Taking into account several factors, the authors also develop a mathematical model based on a series of ethical values. AE Study on the Students’ Perception of Knowledge Usefulness and Necessity Concerning Tourists’ Protection Amfiteatru Economic 334 Comparing the two studies, we can say that there is a relationship of direct proportion manifested by an improper ethical behaviour, with a powerful influence – positive or negative – over the consumer. Eisingerich and Bell (2007) realized a complex study in the financial services for the determination of the consumers’ level of education. The authors are proposing a model based on two important characteristics: the quality of the products and services, and the clients’ trust. The results obtained proved the fact that this model could be an opportunity for the development of a prosperous business environment. The impact of the implementation of this model suggests that the client’s education influences the relationship quality – trust. To identify the students’ level of information, we realized a study regarding the perception of the usefulness and necessity of a knowledge concerning the protection of tourism consumers. We intended especially to find out if the students have the general knowledge about the protection of consumers’ rights and interests, achieved both by following a training specific to this field, and by the organization of debates on this issue. The results obtained will demonstrate if the education is an important instrument in the support of the information of the individuals in what concerns their rights as consumers of tourism products and services. However, we mention the fact that further fundamental scientific research, and especially specific approaches, applicable to a large scale, were not realised in such a manner. 2. Research on the identification and solving of the problems met by students regarding their perception of the usefulness and necessity of a knowledge concerning tourism consumers’ protection 2.1 Objectives and method The research made for the realization of this study has the main purpose to identify and solve the problems met by students concerning the usefulness and necessity of a knowledge concerning tourism consumers’ protection. The objectives of the research with the purpose mentioned above are as follow: O.1. To obtain the necessary data by research work using as a collecting data instrument the questionnaire applied to the third year students from the departments of Tourism Geography and Environmental Geography, Faculty of Geography and Geology. O.2. The comparative analysis of the results obtained from the research. O.3. Identification of the problems met by students. The working hypotheses concerning the realization of the present research are: H.1. The students are interested to be taught courses on issues concerning the protection of consumers’ rights during their academic studies. H.2. The students are not well informed on the notions of consumers’ protection in tourism. Protection of Consumers’ Rights and Interests AE Vol XII • No. 28 • June 2010 335 H.3. In the curricula are not included teaching subjects concerning „the protection of consumers’ rights and interests in tourism”. 2.2 Research Methodology The research methods used were various and in agreement with the objective established. These methods are: • the documented study with two aspects: the bibliographical documentation from internal sources, and the bibliographical documentation from external sources; • the theoretical analysis; • the observation; • the exploratory study involving obtaining data with the help of the inquiry using as a collecting data instrument the questionnaire applied to the third year students from the departments of Tourism Geography and Environmental Geography, Faculty of Geography and Geology. • the information analysis and synthesis using the statistical program SPSS 13.0. The theoretical documentation intended to identify and to review the knowledge stage concerning the protection of consumers in tourism. The research area is formed of two departments from the Faculty of Geography and Geology, University „Al. I. Cuza” of Iaşi. The target group is formed of the total number of the third year students from the departments of Tourism Geography and Environmental Geography, Faculty of Geography and Geology. The resulted target group is made of: • a target group made of 74 students from the department of Environmental Geography, representing the total population present during the evaluation process in the first semester of the school year 2009-2010; • a target group made of 175 students from the department of Tourism Geography, representing the total population present during the evaluation process in the first semester of the school year 2009-2010. (Table no. 1) Table no. 1: Research area - number of the students Department The resulted target group Environmental Geography 74 Tourism Geography 175 By this research we intended to identify the problems met by the students regarding the usefulness and necessity of a knowledge concerning protection of tourism consumers, and eventually finding out solutions to solve them. AE Study on the Students’ Perception of Knowledge Usefulness and Necessity Concerning Tourists’ Protection Amfiteatru Economic 336 The statistical analysis was realized according to the methods recommended in the foreign and Romanian literature. Considerations concerning the elaboration of the questionnaire. The elaboration of the questionnaire was realized after a series of principles referring to the dimension of the questionnaire, editing and order of the questions. The questions of the questionnaire intended: • the purpose and the general objectives of the research; • the administration of the questionnaire; • the method of data collecting; • the methods of statistical processing; • the observation unit. For the realization of the questionnaire inquiry we used the questionnaire with ramifications applied to the third year students from the departments of Tourism Geography and Environmental Geography, Faculty of Geography and Geology. The questionnaire is mainly made of closed questions, and open questions. The closed questions were with multiple answers, and with dichotomy answers. 2.3 The results obtained For the presentation of the results obtained from the research we used the variable Vi, which symbolises the answer variables at the questions from the questionnaire addressed to the third year students from the departments of Tourism Geography and Environmental Geography, Faculty of Geography and Geology, where ],1[ ni ∈ . Analysing the significance offered by the students from the two departments regarding the notion of protection of the rights and interests of the tourism consumers, we can notice that the significant differences appear concerning V2 (Table no. 2): the students from the department of Tourism Geography have a higher ability to understand the protection of the rights and interests of the tourism consumers through the protection of the economic interests (59.4%), as compared to the students from the department of Environmental Geography, where the proportion is lower (45.9%). Even if the difference is not very significant, it is an obvious conclusion if we take into account the fact that the curriculum of the students from the department of Tourism Geography includes subjects directly or indirectly linked to the economic field. The same, there are differences in what concerns V6: 34.3% of the students from the department of Tourism Geography understands that some specific measures are necessary to be taken for the protection of the rights and interests of the consumers, as compared to only 16.2% of the students from the department of Environmental Geography. However, the percentages are low, and they clearly show that there is a shallower perception from their part, without a deeper approach of the problems (for example, of the specific measures related strictly to the protection of the rights and interests of the tourism consumers). Surprising are the percentages from V4 – measures for the obtaining of the compensations – which can be generated also by a poor knowledge of the legislation. Protection of Consumers’ Rights and Interests AE Vol XII • No. 28 • June 2010 337 Table no. 2: Distribution on departments of the target group of students according to the significance given to the protection of the rights and interests of the tourism consumers - % Department Environmental Geography Tourism Geography Vari ants of answ ers V1 V2 V3 V4 V5 V6 V1 V2 V3 V4 V5 V6 Yes 17,6 45,9 91,9 10,8 18,9 16,2 18,3 59,4 92,0 10,3 23,4 34,3 No 82,4 54,1 8,1 89,2 81,1 83,8 81,7 40,6 8,0 89,7 76,6 65,7 Where: V1 - physical protection of the tourist V2 - protection of the economic interests of tourism consumers V3 - standards for the security and quality of the packages of tourist services V4 - measures permitting the consumers to obtain compensations V5 - education and information programs V6 - measures concerning specific fields (food, water and first aid points) In what concerns the importance ascribed to some aspects regarding the consumers’ protection, explained by the hierarchy of some demands of different nature (V1-V5 of table no. 3), we can easily notice that there is a certain convergence of opinions for each variable, without significant differences among the levels of appreciation of the students of the two Departments in what concerns the importance mentioned. It is good, though, that the percentages noticed in both departments at V4 – the individuals should be educated in their quality of consumers of tourist products and services (important and very important are 73% in the department of Environmental Geography, and 79.4% in the department of Tourism Geography). Table no. 3: Distribution on departments of the target group of students according to the significance given to the protection of the tourism consumers (classification from 1- not important at all, to 5 – very important) - % Department Environmental Geography Tourism Geography Degree of importance V1 V2 V3 V4 V5 V1 V2 V3 V4 V5 1 29,7 5,4 51,4 - 12,2 22,3 11,4 48,6 4,6 13,1 2 29,7 10,8 24,3 9,5 25,7 32,6 14,9 24,6 8,0 20,6 3 17,6 21,6 10,8 17,6 33,8 22,3 24,6 10,9 8,0 34,3 4 12,2 44,6 6,8 20,3 17,6 14,3 32,0 10,3 25,1 17,7 5 10,8 17,6 6,8 52,7 10,8 8,6 17,1 5,7 54,3 14,3 AE Study on the Students’ Perception of Knowledge Usefulness and Necessity Concerning Tourists’ Protection Amfiteatru Economic 338 Where: V1 - the legislation should protect the interests of consumers of tourism products and services V2 - the tourism companies should adapt the goods and services offered to the consumer’s requirements V3 - tourism products and services offered by tourism companies should not affect the consumer’s life, health, or security V4 - the individuals should be educated as consumers of tourism products and services V5 - the price level should be in agreement with the quality level of tourism products and services consumed. In general, there are no significant differences among the opinions of the students from the two departments (table no. 4, the answers “yes” and “no” at the variables V1-V6 explained below) regarding what they understand by fundamental rights of the consumers of tourist products and services; however, there is an additional group of students from the department of Tourism Geography who tend to identify the rights defined by V1-V6. Analysing the distribution of the answers, a consensus is normal, as for example in the case V2, 86.5% of the students from the Environmental Geography and 96% of the students from the Tourism Geography agreed that defining the fundamental rights of the consumers of tourist products and services involved a complete, correct and precise information on the main characteristics of the tourist products and services; there is also a consensus which does not seem as natural, both the students from the department of Environmental Geography (96%) and the students from the Tourism Geography (84.6%) disagreed that defining the fundamental rights of the consumers of tourist products and services would also involve „the right of the citizens to organize in associations of consumers of tourist products and services with the purpose to defend their rights and interests”. Table no. 4: Distribution on departments of the target group of students according to the definition of the fundamental rights of the consumers of tourism products and services - % Department Environmental Geography Tourism Geography Vari ants of answ ers V1 V2 V3 V4 V5 V6 V1 V2 V3 V4 V5 V6 Yes 16,2 86,5 24,3 77,0 4,1 36,5 14,9 96,0 29,7 81,7 15,4 49,1 No 83,8 13,5 75,7 23,0 95,9 63,5 85,1 4,0 70,3 18,3 84,6 50,9 Where: V1 – the right to be protected against the risk of purchasing a product or a tourist service V2 – the right to be informed completely, correctly and precisely on the main characteristics of the products and tourist services V3 – the right to have unlimited access to a diverse set of quality tourism products and services Protection of Consumers’ Rights and Interests AE Vol XII • No. 28 • June 2010 339 V4 – the right to be compensated in a real and corresponding manner for the damages generated by the lower quality of the tourism products and services V5 – the right to organize in associations of consumers of tourism products and services, with the purpose to defend their rights and interests V6 – the right to refuse to sign contracts of selling packages of tourist services containing abusive clauses, according to the provisions of the legislation in force In what concerns the tourism agency, this has the obligation to provide the tourists in writing, before signing the contract, a series of information, graded in our research with variables from 1 to 12. The subjects were asked to check the usefulness of each variable (table no. 5). The answers could identify the problems appeared due to the ignorance of some information. A first observation is that, taking into account the options they expressed, in general the students agree to the importance that must be given to the providing of the information, the percentages obtained after the addition of “useful + very useful” being over 80%. There is a single exception, the variable V10, the minimum number of persons necessary for the realization of the program, where the percentage after addition is under 50%. Because it is a problem conditioning the efficient development of the tourist activity, it will be necessary to be clarified in the process of students’ formation. For this type of information there are no significant differences among departments. Table no. 5: Distribution on departments of the target group of students according to their opinions concerning the tourism agency obligation to provide the tourists written information V1 to V12 - % Department Variable Very useful Useful Neutral Little useful Useless V1 83,8 14,9 - 1,4 - V2 55,4 40,5 4,1 - - V3 47,3 48,6 4,1 - - V4 61,6 35,6 1,4 1,4 - V5 45,2 43,8 8,2 2,7 - V6 54,1 33,8 12,2 - - V7 37,8 40,5 17,6 4,1 - V8 44,4 37,5 16,7 1,4 - V9 21,6 55,4 16,2 6,8 - V10 4,1 28,4 51,4 10,8 5,4 V11 44,6 45,9 8,1 1,4 - Environmental Geography V12 18,9 54,1 21,6 5,4 - V1 90,9 8,6 0,6 - - V2 54,0 43,7 1,7 - 0,6 V3 60,0 36,0 2,9 1,1 - V4 60,3 36,8 2,9 - - V5 45,1 45,7 7,5 1,7 - Tourism Geography V6 46,8 41,0 11,0 1,2 - AE Study on the Students’ Perception of Knowledge Usefulness and Necessity Concerning Tourists’ Protection Amfiteatru Economic 346 result can be taken into account in the future orientation of the students’ educational process. Another interesting conclusion refers to the students’ position toward some compensating measures, reimbursing the clients, or offering them other alternatives when there are problems after closing the contract (V4 from the Table no. 2 and Table no. 6). In fact, it is about their opinion as service providers. The percentage of students who agree to the variables that had been mentioned is low, showing certain reluctance in the application of corrective measures for the consumers. Again, the educational process can interfere successfully to correct this attitude. If any doubt had existed in what concerned the result, this would have been confirmed by the answers from Table no. 7, where an important percentage of students, this time as clients, do not seem to be aware of certain obligations which service providers should have concerning their clients. After testing the hypotheses with the application of the One-Way ANOVA test the results confirm the fact that the students were interested to be taught courses on the protection of consumers’ rights during their academic studies. The conclusion is more surprising as it not contradicts one fundamental right of the consumers, the right to be informed and educated. However, the research shows that, on one hand, the students consider that they have sufficient knowledge concerning the consumer’s protection (we take into account the answers presented in tables 6 and 7), and on the other hand, they mistake the notions of protection of consumers’ rights, and the specific measures which need to be taken in specific practicable cases. In conclusion, we can say that this work has the purpose of a conceptual analysis, and of research structuring by the specific study over the identification of the problems met by the students in what concerns the usefulness and necessity of a knowledge regarding the protection of tourism consumers. This work could not take into account all the issues; however, by bringing some theoretical and practicable new ideas, it leads to new directions of analysis and scientific research. References Alba Sanchez, J.J., Bordin, G. & Rodriguez, A.R., 1999. Sharing knowledge in consumer protection: a database on experts in evaluation and testing of consumer products and their risks of use. International Journal of Injury Control and Safety Promotion, 6(4), pp. 193- 204. Albu, M., 2000. Metode si instrumente de evaluare in psihologie. Cluj Napoca: Argonaut. Autoritatea Nationala pentru Protectia Consumatorilor, 2009. Cum se depune o reclamatie. 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