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Termas De Portugal, Grado De Madurez De La Calidad Percibida Por Los Gestores. Estudio Empirico

Listed author(s):
  • JOSE ALVAREZ GARCIA
  • JOSE ANTONIO FRAIZ BREA
  • MARIA DE LA CRUZ DEL RIO RAMA
Registered author(s):

    En este artículo se exponen los resultados del estudio cuyo objetivo es identificar las motivaciones que impulsarían a las termas de Portugal a implantar y certificar un Sistema de Gestión de Calidad (SGC), conocer los beneficios que perciben que obtendrían de esa implantación, así como analizar el grado de madurez en la gestión de la calidad de estas en la actualidad. La metodología de trabajo consiste en un análisis descriptivo junto con un análisis factorial que nos permitirán validar las escalas de medida. La población objetivo son las termas de Portugal, pertenecientes a la Asociación Termas de Portugal (ATP), con una población objeto de estudio de 32 termas activas. Los resultados obtenidos indican que las motivaciones más importantes que impulsarían a las termas a implantar un SGC son de índole interna (mejorar los procesos y procedimientos internos, el control y la eficiencia de la empresa y servir de base para la Gestión de la Calidad Total). Los principales beneficios que esperan obtener son ofertar servicios de más calidad, mejorar las ventas e incrementar la conciencia de calidad de los empleados. En los factores críticos analizados, las termas de Portugal presentan un nivel de implantación o un grado de madurez superior al 70%. This paper presents the results of the study presented in order to identify the motivations that would drive to the Thermal baths of Portugal to implement and certify Quality Management System, knowing that the perceived benefits gained from this implementation as well to analyze the degree of maturity in quality management of the same today. The working methodology consists of a descriptive analysis with factorial analysis allow us to validate the measurement scales. The target population is the Thermal baths of Portugal, belonging to the Thermal Association of Portugal (ATP), with a study population of 32 active Baths. The results obtained indicate that the most important motivations that would drive to the Baths to implement Quality Management System are internal motivations (improve internal procedures, control and business efficiency and provide a basis for Total Quality Management), the main benefits they expect are offering higher quality services, improve sales and increase quality awareness of employees. Analyzed the critical factors in the Baths of Portugal have a higher degree of implementation to 70%.

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    File URL: http://www.usc.es/econo/RGE/Vol23/rge2318c.pdf
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    Article provided by University of Santiago de Compostela. Faculty of Economics and Business. in its journal Revista Galega de Economía.

    Volume (Year): 23 (2014)
    Issue (Month): 1 ()
    Pages: 155-186

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    Handle: RePEc:sdo:regaec:v:23:y:2014:i:1_8
    Contact details of provider: Postal:
    Avda Xoan XXIII S/N, 15704 Santiago de Compostela

    Web page: http://www.usc.es/econo/RGE/benvidag.htm

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