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Total Quality Management Implementation and Guest Satisfaction in Hospitality

Author

Listed:
  • Miroslav Kneževic

    (Singidunum University, Faculty of Tourism and Hospitality Management Belgrade, Serbia)

  • Slobodan Cerovic

    (Singidunum University, Faculty of Tourism and Hospitality Management Belgrade, Serbia)

  • Vladimir Džamic

    (Singidunum University, Faculty of Tourism and Hospitality Management Belgrade, Serbia)

  • Tijana Radojevic

Abstract

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.

Suggested Citation

  • Miroslav Kneževic & Slobodan Cerovic & Vladimir Džamic & Tijana Radojevic, 2017. "Total Quality Management Implementation and Guest Satisfaction in Hospitality," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 124-124, February.
    • Handle: RePEc:aes:amfeco:v:s10:y:2017:i:18:p:124
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    References listed on IDEAS

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    1. Radojevic, Tijana & Stanisic, Nemanja & Stanic, Nenad, 2015. "Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry," Tourism Management, Elsevier, vol. 51(C), pages 13-21.
    2. Tomaževič, Nina & Seljak, Janko & Aristovnik, Aleksander, 2014. "The impact of CAF enablers on job satisfaction: the case of the Slovenian law enforcement agency," MPRA Paper 63938, University Library of Munich, Germany.
    3. Suzana Markovic & Sanja Raspor, 2010. "Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry," Management, University of Primorska, Faculty of Management Koper, vol. 5(3), pages 195-209.
    4. Serkan ALTUNTAS & Engin YENER, 2012. "An Approach Based on TRIZ Methodology and SERVQUAL Scale to Improve the Quality of Health-Care Service: A Case Study," Ege Academic Review, Ege University Faculty of Economics and Administrative Sciences, vol. 12(1), pages 97-106.
    5. Ali, Muhammad & Raza, Syed Ali, 2015. "Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model," MPRA Paper 64039, University Library of Munich, Germany.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    total quality management; ISO 9001 certificate; Guest satisfaction; Hospitality;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
    • C12 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - Hypothesis Testing: General
    • Z33 - Other Special Topics - - Tourism Economics - - - Marketing and Finance

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