Total Quality Management Implementation and Guest Satisfaction in Hospitality

Miroslav Kneževic (), Slobodan Cerovic, Vladimir Džamic and Tijana Radojevic
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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

The AMFITEATRU ECONOMIC journal, 2017, vol. 19, issue 44, 124

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.

Keywords: total quality management; ISO 9001 certificate; Guest satisfaction; Hospitality (search for similar items in EconPapers)
JEL-codes: C12 L83 Z33 (search for similar items in EconPapers)
Date: 2017
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