"Continuously Improving the Quality of Tourism Services, a Method of Increasing Customer Satisfaction"

Quality is and will always be an important, if not the most important, factor of competition. Improving quality has been integrated into quality actions. It appears in the ISO 9000 series as a quality management function, performed systematically through quality management systems. The present paper...

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Bibliographic Details
Published in:Bulletin of the Transilvania University of Brașov. Series V, Economic science Economic science, 2019-06, Vol.12(61) (1), p.87-94
Main Author: Madar, Anca
Format: Article
Language:English
Subjects:
Beneficiaries
Certification
Competition
Competitive advantage
Continuous improvement
Customer satisfaction
Customer services
Hospitality industry
Hotels & motels
ISO standards
Management systems
Quality control
Quality management
Quality of service
Quality standards
Strategic management
Tourism
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Summary:Quality is and will always be an important, if not the most important, factor of competition. Improving quality has been integrated into quality actions. It appears in the ISO 9000 series as a quality management function, performed systematically through quality management systems. The present paper analyses and exemplifies how the continuous improvement of the quality of tourism services through the implementation of the certification strategy has increased the satisfaction of N & C Turism's clients, which has resulted in the increase in the number of tourists and the number of overnight stays.
ISSN:2065-2194
2065-2208
DOI:10.31926/but.es.2019.12.61.1.12