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Total Quality Management in Hotel Businesses Depending on Their Category and Size

In: Tourism, Travel, and Hospitality in a Smart and Sustainable World

Author

Listed:
  • Aristides Katsaitis

    (Harokopion University)

  • Fragiskos Bersimis

    (University of Piraeus)

  • Paris Tsartas

    (Harokopion University)

Abstract

The aim of this research was to investigate the degree of implementation of the total quality management of the hotels in terms of the quality category of the services provided (5*–4*) and the size (small–large), in a sample of hotel businesses in the Prefecture of Attica. A survey was carried out using an electronic questionnaire that included appropriate questions addressed to the HR managers of the hotel units. The results show that 5* and larger hotels show a higher degree of agreement in the attitudes that express the application of the principles of total quality management, compared to 4* and smaller hotels. In conclusion, from the research on the application of the principles of total quality management between the category of 4* and 5* hotels, there is clearly a significant differentiation. Hotels in the 5* category clearly show a better application of the principles of total quality management compared to the category of 4* hotels.

Suggested Citation

  • Aristides Katsaitis & Fragiskos Bersimis & Paris Tsartas, 2023. "Total Quality Management in Hotel Businesses Depending on Their Category and Size," Springer Proceedings in Business and Economics, in: Vicky Katsoni (ed.), Tourism, Travel, and Hospitality in a Smart and Sustainable World, pages 161-183, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-29426-6_11
    DOI: 10.1007/978-3-031-29426-6_11
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