Customer satisfaction as a factor in the development of tourism business.

      Аннотация: The purpose of this work is to identify the factors that influence the overall satisfaction of tourists, their intention to re-visit and/or recommend this destination to others, as well as to develop proposals for the further development of tourism in Bulgaria. The object of the study is Bulgaria as a tourist destination. The subject of the study is the satisfaction of Russian tourists with Bulgaria as a tourist destination. In accordance with the purpose of the work, the following tasks were set: To define such concepts as inbound tourism, destination and satisfaction; To identify the mechanisms of influence of inbound tourism on the economy of the country; To conduct a literature analysis of approaches to the study and measurement of tourist destination satisfaction; To identify the criteria and fundamental components for assessing tourist satisfaction with destination; To develop a questionnaire based on the identified criteria to study tourist satisfaction with Bulgaria. To collect data using the survey method; To process the data obtained from the survey of tourists from Russia who visited Bulgaria; To analyze the results; To make recommendations to improve tourist satisfaction.

Ключевые слова: Bulgaria, Russia, tourism, Customer Satisfaction, development of tourist flows