IDEAS home Printed from https://ideas.repec.org/a/clj/noecrw/v1y2017i1p95-103.html
   My bibliography  Save this article

Quality Management and Firm Performance in the Hotel Industry: Evidence from Mures County

Author

Listed:
  • Flavia Dana OLTEAN

    (Petru Maior University of Tîrgu Mure?, Romania)

  • Manuela Rozalia GABOR

    (Petru Maior University of Tîrgu Mure?, Romania)

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 Mureº 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 Mureº 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 Mureº 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 Mureº 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.

Suggested Citation

  • Flavia Dana OLTEAN & Manuela Rozalia GABOR, 2017. "Quality Management and Firm Performance in the Hotel Industry: Evidence from Mures County," North Economic Review, Technical University of Cluj Napoca, Department of Economics and Physics, vol. 1(1), pages 95-103, October.
    • Handle: RePEc:clj:noecrw:v:1:y:2017:i:1:p:95-103
    as

    Download full text from publisher

    File URL: http://ner.cunbm.utcluj.ro/wp-content/uploads/2017/10/NER-2017.9.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Nicolae Teodorescu & Aurelia–Felicia Stancioiu & Augustin Mitu, 2009. "Considerations Regarding Quality Management in Services as a Marketing Instrument for Increasing Customers’ Satisfaction in Tourism Products," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 11(26), pages 412-418, June.
    2. Boris Bartikowski & Sylvie Llosa, 2004. "Customer satisfaction measurement: comparing four methods of attribute categorisations," The Service Industries Journal, Taylor & Francis Journals, vol. 24(4), pages 67-82, July.
    3. Avci, Umut & Madanoglu, Melih & Okumus, Fevzi, 2011. "Strategic orientation and performance of tourism firms: Evidence from a developing country," Tourism Management, Elsevier, vol. 32(1), pages 147-157.
    4. Laitinen, Erkki K., 2002. "A dynamic performance measurement system: evidence from small Finnish technology companies," Scandinavian Journal of Management, Elsevier, vol. 18(1), pages 65-99, March.
    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. Vincenza Odorici & Manuela Presutti & Marco Savioli, 2016. "Strategic orientation of hotels: evidence from a contingent approach," Working Paper series 16-06, Rimini Centre for Economic Analysis, revised May 2016.
    2. Gabriela Chmelíková, 2011. "Framework of performance measurement system for Czech small breweries," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 59(7), pages 167-176.
    3. Maria Magdalena Criveanu & Maria Criveanu, 2020. "Tourism Nowadays - Challenges and Opportunities," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 319-324, August.
    4. Elbanna, Said, 2016. "Managers' autonomy, strategic control, organizational politics and strategic planning effectiveness: An empirical investigation into missing links in the hotel sector," Tourism Management, Elsevier, vol. 52(C), pages 210-220.
    5. Tseng, Fang-Mei & Chiu, Yu-Jing & Chen, Ja-Shen, 2009. "Measuring business performance in the high-tech manufacturing industry: A case study of Taiwan's large-sized TFT-LCD panel companies," Omega, Elsevier, vol. 37(3), pages 686-697, June.
    6. Selena Aureli & Andrea Cardoni & Mara Del Baldo & Rosa Lombardi, 2018. "The Balanced Scorecard Logic in The Management Control and Reporting of Small Business Company Networks: A Case Study," Journal of Accounting and Management Information Systems, Faculty of Accounting and Management Information Systems, The Bucharest University of Economic Studies, vol. 17(2), pages 191-215, June.
    7. Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
    8. Muhammad Ishfaq Khan & Shahbaz Khalid & Umer Zaman & Ana Ercília José & Paulo Ferreira, 2021. "Green Paradox in Emerging Tourism Supply Chains: Achieving Green Consumption Behavior through Strategic Green Marketing Orientation, Brand Social Responsibility, and Green Image," IJERPH, MDPI, vol. 18(18), pages 1-24, September.
    9. Rizwan Ellahi & Noman Mahmood & Bazla Ali Khan, 2020. "Concept of Inclusive Optimal Performance (IOP): Theoretical and Conceptual understanding on the inclusive relationship between Internal Simultaneous Performance (ISP) and External Simultaneous Perform," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 16(1), pages 101-124.
    10. Stephen Oduro, 2019. "Impact of Innovation Types on SMEs’ Performance in the Cape Coast Metropolis of Ghana," Journal of Entrepreneurship and Innovation in Emerging Economies, Entrepreneurship Development Institute of India, vol. 5(2), pages 110-127, July.
    11. Melián-González, Santiago & Bulchand-Gidumal, Jacques, 2016. "A model that connects information technology and hotel performance," Tourism Management, Elsevier, vol. 53(C), pages 30-37.
    12. Najwa Asha’al & Bader Obeidat & Hazar Alhmoud, 2019. "A Theoretical Study on the Impact of Strategic Orientation on Organizational Performance: Examining the Mediating Role of Learning Culture in Jordanian Telecommunication Companies," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(1), pages 24-40, January.
    13. Maria Christina Liem & Tina Melinda & Imanuel Deny Krisna Aji, 2014. "An Explanatory Study of Women Entrepreneurs: The Key Success Factors to Start-up a Micro Business," International Journal of Financial Economics, Research Academy of Social Sciences, vol. 3(3), pages 151-166.
    14. Henner Gimpel & Dominikus Kleindienst & Niclas Nüske & Daniel Rau & Fabian Schmied, 2018. "The upside of data privacy – delighting customers by implementing data privacy measures," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(4), pages 437-452, November.
    15. Lionel Nicod & Élodie Mallor & Sylvie Llosa, 2023. "L’influence de l’aide à participer en magasin sur la satisfaction client : une approche par le modèle tétraclasse," Post-Print hal-04311121, HAL.
    16. Junge, Hendrik & Vollmar, Bernhard, 2021. "Autokauf der Zukunft: Eine Darstellung und Analyse des gegenwärtigen und zukünftigen Kaufentscheidungsprozesses von Automobilen unter Berücksichtigung aktueller Trends in der Automobilindustrie," PFH Forschungspapiere/Research Papers 2021/001, PFH Private University of Applied Sciences, Göttingen.
    17. Mihaela NICOLAU & Nicoleta BARBUTA-MISU, 2011. "Aggregated Index For Modelling The Influence Of Fiscal, Financial And Social Policies On Enterprise Financial Performance," EuroEconomica, Danubius University of Galati, issue 5(30), pages 13-20, December.
    18. Popa Adina-Simona, 2013. "Performance indicators for SMEs accessing EU funds," Constanta Maritime University Annals, Constanta Maritime University, vol. 19(1), pages 319-322.
    19. Tomás F. Espino-Rodríguez, 2016. "How hotels compete on the basis of competitive priorities and their relationship with infrastructural and structural decisions," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 737-773, December.
    20. Xian Ji & Long Shao & Yu Du, 2020. "Collaborating with Local Communities to Identify Improvement Priorities for Historic Urban Landscape Based on Residents’ Satisfaction: An Application of Asymmetric Impact-Performance Analysis in Dando," Sustainability, MDPI, vol. 12(4), pages 1-16, February.

    More about this item

    Keywords

    hotel units; quality management; performance; Mure? County;
    All these keywords.

    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • C10 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - General
    • C80 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - General

    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:clj:noecrw:v:1:y:2017:i:1:p:95-103. 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: Izabela Luiza Pop (email available below). General contact details of provider: https://edirc.repec.org/data/deubmro.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.