Academia de Studii Economice Bucuresti

Amfiteatru Economic
Facultatea de Business si Turism

Total Quality Management Implementation and Guest Satisfaction in Hospitality

Author:Miroslav Knežević, Slobodan Čerović, Vladimir Džamić and Tijana Radojević

JEL:L83, C12, Z33


Keywords:total quality management, ISO 9001 certificate, Guest satisfaction, Hospitality

Total quality management (TQM) has become a modern system of constant improvement of the quality of all company activities. The purpose of this study is to measure the expectations and satisfaction of the guests concerning the attribute quality of the hotel product. Furthermore obtained results were compared in such a way as to analyse particularly the reviews of hotels which have implemented TQM and have the ISO 9001 certificates with reviews from hotels which have not implemented TQM and do not have the ISO 9001 certificates. The conducted analysis included 55 hotels in Serbia belonging to the 4- and 5-star categories, i.e. 1308 guests who have stayed in them. The results show that between the observed groups of guests there are fewer differences in expectations than in perception, and that generally speaking guests who have stayed in the hotels that have implemented TQM are more satisfied. The biggest difference concerning the guest satisfaction with the quality of service in the observed hotels is noticeable in relation to the employees and the value-for-money.
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