IDEAS home Printed from https://ideas.repec.org/a/aes/amfeco/vs10y2017i18p124.html
   My bibliography  Save this article

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
    as

    Download full text from publisher

    File URL: http://www.amfiteatrueconomic.ro/temp/Article_2598.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. 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.
    2. 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.
    3. 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.
    4. 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.
    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)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Haidery, Jamshed & Mandozai, Sayed Wali Shah & Amin, Hafizullahmeen, 2021. "Investigating Structural Relationship Between Service Quality, Satisfaction and Loyalty in Banking Sector of Afghanistan," OSF Preprints ew7f4, Center for Open Science.
    2. Muhammad Shahnawaz Adil, Kamal bin Ab Hamid, 2017. "Impact of Individual Feelings of Energy on Creative Work Involvement: A Mediating Role of Leader-Member Exchange," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 4(1), pages 82-105, March.
    3. Prentice, Catherine & Nguyen, Mai, 2021. "Robotic service quality – Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    4. Hazwati Hashim & Noor Mashitah Rusli & Nur Hazimah Nor Hashim & Adam Chong Chin Hua, 2015. "The Readiness of ESL Teachers in Implementation of School-Based Assessment in Malaysian Secondary Schools," Studies in Social Sciences and Humanities, Research Academy of Social Sciences, vol. 3(5), pages 280-294.
    5. Muhammad Ali & Syed Ali Raza & Chin-Hong Puah & Mohd Zaini Abd Karim, 2017. "Islamic home financing in Pakistan: a SEM-based approach using modified TPB model," Housing Studies, Taylor & Francis Journals, vol. 32(8), pages 1156-1177, November.
    6. Imtiaz Arif, Sahar Afshan, Arshian Sharif, 2016. "Resistance to Adopt Mobile Banking in a Developing Country: Evidence from Modified TAM," Journal of Finance and Economics Research, Geist Science, Iqra University, Faculty of Business Administration, vol. 1(1), pages 23-40, March.
    7. Ali, Muhammad & Syed ali, Raza & Chin-Hong, Puah, 2015. "Factors affecting intention to use Islamic personal financing in Pakistan: Evidence from the modified TRA model," MPRA Paper 66023, University Library of Munich, Germany.
    8. Yalcin Kavus, Bahar & Gulum Tas, Pelin & Ayyildiz, Ertugrul & Taskin, Alev, 2022. "A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions," Journal of Air Transport Management, Elsevier, vol. 99(C).
    9. Alcalde-Giraudo, Alberto & Fernández-Hernández, Ruth & Paradinas-Márquez, Carmen & Sánchez-González, Pilar & García-Muiña, Fernando E., 2021. "Marketing approach to Nordic tourism," Technological Forecasting and Social Change, Elsevier, vol. 163(C).
    10. Qaisar Ali, 2018. "Service Quality from Customer Perception: Evidence from Carter Model on Bank Islam Brunei Darussalam (BIBD)," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(2), pages 138-138, January.
    11. Hadia Iftikhar & Zeb Jan & Shah Muhammad Najmi, 2015. "Gaining Organizational Competitiveness through Employee Retention: A Cost Cutting Strategy," International Journal of Management Sciences, Research Academy of Social Sciences, vol. 6(9), pages 412-429.
    12. Ji, Chunli & Prentice, Catherine, 2021. "Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    13. Tseng, Aihua, 2017. "Why do online tourists need sellers' ratings? Exploration of the factors affecting regretful tourist e-satisfaction," Tourism Management, Elsevier, vol. 59(C), pages 413-424.
    14. Francis Aniefiok Bassey & John Nsikan Efiok & Okon & Saviour Sylvester & Inegbedion Daniel Osemudiamen, 2015. "Opinion Leadership and Marketing of Life Assurance in Selected Insurance Firms in Nigeria," International Journal of Empirical Finance, Research Academy of Social Sciences, vol. 4(3), pages 131-141.
    15. Asma´ Omar Dris Kharroub & Majeed Mustafa cOthmanMansour, 2019. "The Impact of Strategic Planning in Palestinian Municipalities on the Quality of Service Provided to Its Citizens," International Business Research, Canadian Center of Science and Education, vol. 12(5), pages 69-85, May.
    16. Michal PlaÄ ek & Milan Křápek & Jan ÄŒadil & Bojka Hamerníková, 2020. "The Influence of Excellence on Municipal Performance: Quasi-Experimental Evidence From the Czech Republic," SAGE Open, , vol. 10(4), pages 21582440209, December.
    17. Chileshe Ng’andu Musaba & Emmanuel C. Musaba & Simon I.R. Hoabeb, 2014. "Employee Perceptions of Service Quality in the Namibian Hotel Industry: A SERVQUAL Approach," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 4(4), pages 533-543, April.
    18. Shabnam Hamdi & Abu Daud Silong & Roziah Mohd Rasdi & Zoharah Binti Omar, 2015. "Moderating effect of Technology Uncertainty on Relationship between Innovation Speed and Product Success: A Survey in Malaysian Biotechnology Industry," International Journal of Management Sciences, Research Academy of Social Sciences, vol. 6(8), pages 375-383.
    19. Muhammad Zulfaris Mohd Salleh & Azwan Abdullah & Noorshella Che Nawi & Mohd Zulkifli Muhammad, 2019. "Assessing the Service Quality and Customer Satisfaction on Islamic Banking by Using SERVQUAL Model," Research in World Economy, Research in World Economy, Sciedu Press, vol. 10(2), pages 79-83, July.
    20. Kuo-Yan Wang & Mu-Lan Ma & Jing Yu, 2021. "Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 335-368, June.

    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

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aes:amfeco:v:s10:y:2017:i:18:p:124. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Valentin Dumitru (email available below). General contact details of provider: https://edirc.repec.org/data/aseeero.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.