Quality management and firm performance in the hotel industry: evidence from Mureș county
Petru Maior University of Tîrgu Mureș, Romania
PROCEEDINGS of
North International Conference of Economics,
Issue 1 / 2016,
pp.100-108
ISSN 2537-317X
ABSTRACT
Tourism represents a basic component within economy of a country but within the human social
assembly as well. Over the course of time, tourist services have become the central component
of tourist activity, therefore a special attention has been provided to tourist service firms, but
especially hotel units and factors that can influence competitiveness of these units. One of
characteristic elements that contribute to getting the competitive advantage is represented by
tourist service quality management. Under the circumstances, this research shows the
importance of implementing quality management for managers as well as relationship between
the factors defining quality management in hotel units in the Mureş county and economic
performance through parametric statistics tools. The research method used is enquiry, and the
working tool is questionnaire, the latter being provided to all hotel managers in the Mureş
county. The main objective of this research is to show the importance of quality management
as regards the management point of view and to analyse the influence of quality management
over the performance indicators in hotels in the Mureş county (Romania) and in order to
accomplish this objective, data has been gathered through providing a number of 42
questionnaires to managers and owners that work within hospitability industry. The results
show a part acknowledge of research hypothesis, therefore the hotel sector in the Mureş county
should take into consideration the improvement of quality managements regarding the services
they supply. The study conclusions show a significant importance for hotel managers that want
to get the customer satisfaction and implicitly auspicious economic results
Keywords: hotel units, quality management, performance, Mureș County
