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


  • Flavia Dana OLTEAN

    () (Petru Maior University of Tîrgu Mure?, Romania)

  • Manuela Rozalia GABOR

    () (Petru Maior University of Tîrgu Mure?, Romania)


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

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    References listed on IDEAS

    1. repec:eee:touman:v:32:y:2011:i:1:p:147-157 is not listed on IDEAS
    2. 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.
    3. 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.
    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.
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    More about this item


    hotel units; quality management; performance; Mure? County;

    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


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