EVALUATION OF THE QUALITY OF A TOURIST SERVICE.: APPLIED TO THE CASE OF STUDENT TOURISM

2012 ◽  
Author(s):  
LUISA L. LAZZARI ◽  
PATRICIA MOULIÁ ◽  
ANDREA PARMA
Keyword(s):  
Tourist Service

FOCUS ON COORDINATION OF OPERATORS ENSURING THE QUALITY OF SERVICE IN TOURISM

2020 ◽  
Author(s):  
Mincho Polimenov ◽  
Keyword(s):  
Quality Of Service ◽  
Production Process ◽  
Level Of Service ◽  
Production Cycle ◽  
Work Processes ◽  
Organization And Management ◽  
Culture Of Consumption ◽  
High Level ◽  
Tourist Service

The report focuses on the quality of service in tourism and in particular on the quality of blanks and work processes in the various issuing units and their coordination in the overall production process. Investments are focused not only on improved innovations in machine software and equipment, but also on such tricks and connections in the production cycle providing a high level of service and culture of consumption. Facilitating the processes provides a level of competition and creates an opportunity for affordability in quality and price. Emphasis is placed on the flexibility of tour operators and the tourist product and tourist service they offer, their quality, organization and management. Satisfying the modern "global tourist" requires not only knowledge of the structure of the offered tourist product and service, but also seeks an answer to the question "How" to be created and implemented.

scholarly journals MAIN AREAS OF IMPROVING THE QUALITY MANAGEMENT IN TOURIST SERVICES

2019 ◽  
pp. 7-19
Author(s):  
Vasyl Brych ◽  
Uliana Tkach
Keyword(s):  
Quality Management ◽  
Business Performance ◽  
National Standards ◽  
Professional Activity ◽  
University Graduates ◽  
Normative Documents ◽  
Market Opportunities ◽  
European Standards ◽  
Tourist Service

Introduction. The quality of tourist services has attracted increasing attention in the context of the European integration vector of the economy of our country. Therefore, the formation of general principles and areas of quality management for the competitiveness of the hospitality industry. Tourism companies are faced with the need to increase competitiveness in the domestic and international markets, the effectiveness of management decisions and business performance, the problems of adaptation to the characteristics of emerging markets and the need to realize market opportunities, all of which characterize the inefficient management of the tourism business. Methods. The research is formed on the basis of systematic and holistic approaches, structural modelling and monographic study of the issue of improving the quality of tourist services. Results. The basic directions of improving the management of quality of services of tourist activity are formed. The state standards in the sphere of tourism in accordance with the international quality standards are completed and harmonized. An educational and professional course “Implementation of national standards of tourist services harmonized with international and European normative documents” has been proposed, which intensifies interest in the integration of Ukraine into the EU general economic space. It will help university graduates in the further professional activity of specialists in tourism services and hotel and restaurant business. Discussion. The expected impact of the vocational training course will be based on the presentation of the best European tourism strategies and practices; expanding and deepening knowledge of the European Directives and ISO standards for tourism; approbation of the European experience in tourist services; promotion of the European model of quality of tourist services. Keywords: European standards, tourist service, quality, tourism, tourist service.

scholarly journals PRICING POLICY IN TOURISM AS ONE OF THE FACTORS IN FORMING IMAGE OF DESTINATION

2017 ◽  
Vol 11 (3) ◽  
pp. 14-26
Author(s):  
Валентина Ячменева ◽  
Valentina Yachmeneva ◽  
Наталья Фокина ◽  
Natalya Fokina
Keyword(s):  
Negative Impact ◽  
Price Policy ◽  
Tourism Industry ◽  
Pricing Policy ◽  
Factors Influencing ◽  
Tourism Product ◽  
The Republic ◽  
Tourist Center ◽  
Tourist Service

There are several challenges on way to the forming modern international tourist center on the territory of Crimea meeting the criteria of a year-round, demand and competitiveness. The harmonization of tourism product’s prices and its quality is the main among them. Existing currently unbalanced price policy of tourist service enterprises in the territory of the peninsula could have a negative impact on the region’s image and lead to the loss of competitive position in the market of tourist services. This explains the relevance of this study and its purpose. The research aimed at evaluating the experience of successful development of tourism in foreign destinations and analyzing the factors influencing the pricing policy of tourist service enterprises in the Crimean destinations. To achieve the objectives of the study the authors analyze the approaches to the definition of "destination" and "image". There are a variety of definitions of these terms, but they are all focused on a consumer’s comprehensive perception of tourism product. The distinctive features of main consumer of tourist services in Crimea are established. The reasons for the success of tourism in the destinations in Turkey and Egypt are analyzed. The authors have revealed that the government's efforts to support enterprises in Crimean tourism industry create preconditions for improving the quality of tourism products and the introduction of pricing policies aimed at reducing prices. The article provides an analysis of the factors influencing the pricing policy of tourist service enterprises in Crimean destinations through the method of PEST-analysis. The authors concluded that the current pricing policy of the majority of tourist service companies on the territory of the Republic of Crimea, is apart from the pricing policy of its nearest competitors, does not meet the quality of service and, therefore, does not meet the expectations of the consumers.

scholarly journals Social Doctrine of Tourism: Cultural and Educational Aspects

2019 ◽  
Vol 8 (4S) ◽  
pp. 157-159
Keyword(s):  
Social Stratification ◽  
Social Processes ◽  
Social Doctrine ◽  
Theoretical Approaches ◽  
The Social ◽  
Social And Economic Development ◽  
Social Features ◽  
Basic Approaches ◽  
Tourist Service

The theoretical approaches to the study of social doctrine, in particular the social doctrine of tourism is considered in the article. The social features of tourism development in modern conditions are reviewed. The basic approaches to understanding of social tourism as a separate type of tourism and its influence on social development are analyzed. The social content of the tourist service is considered as signs of social stratification. The content of the concept of social doctrine of tourism is defined. The necessity of development and realization of effective social doctrine of tourism with the consideration of regional social specifics is substantiated. The scheme of the functional structure of the social doctrine of tourism is developed. The features of culture and education as the key components of the social doctrine of tourism are determined. The expediency of improving the quality of vocational education in tourism has been substantiated in connection with the intensification of social processes and raising the level of social and economic development.

scholarly journals The quality of tourist service in hotels, as a factor to attract tourists

2017 ◽  
pp. 193-196 ◽  
Author(s):  
Eleonora Igorevna Pogorelova ◽  
◽  
Aleksandr Aleksandrovich Sergeev ◽  
Keyword(s):  
Tourist Service

Tourist service in Crimea over of soviet period: problems and solutions

10.12737/7911 ◽  
2015 ◽  
Vol 9 (1) ◽  
pp. 34-43
Author(s):  
Алексей Попов ◽  
Aleksey Popov
Keyword(s):  
Negative Influence ◽  
Soviet Period ◽  
Historical Sources ◽  
Problems And Solutions ◽  
The Crimea ◽  
Priority Direction ◽  
Competitive Model ◽  
Institutional Model ◽  
Tourist Service

In the article the author analyzed the basic problems of Crimean tourist service in 1960s-1980s. For this period the maximal numbers of visiting Crimea by domestic and foreign tourists were achieved, a lot of them negatively estimated the quality of local service. On the basis of wide complex of the archived and published historical sources the author proves that the permanent problems of the tourist service were conditioned above all by the institutional model of organization of the soviet industry of hospitality, which was characterized by excessive centralization, monopolization, administrative-command methods of decision-making, low staff motivation. Thus all this complex of problems showed up both during servicing of soviet tourists (Crimean Regional Council for Tourism and Excursions) and unorganized holidaymakers (so-called «wild tourists»), as well as serving foreign tourists (the enterprise system «Intourist» in the Crimea). The considerable negative influence was related to the fact that development of sphere of services (including tourism) was not a priority direction for authorities of the USSR. The centralized allocation of funds and material resources for the hospitality industry often carried out as a residual. However, since the second half of the 1970s the particular activities directed at «conservative modernization» of the Soviet tourist service were carried out. These activities were directed at increasing economic independence of enterprises of industry of hospitality, activation of supplying of additional services to the tourists, growing of material motivation of service workers. But until the late 1980s these transformations were implemented very slowly and conservatively, without affecting the fundamental bases of the soviet planned economy and administrative-command management. Despite the fact that at the present stage market and competitive model of organization of the service is established, the Soviet past continues to indirectly affect the quality of the Crimean tourist product, but the significance of this influence is waning.

scholarly journals RESEARCH OF CONSUMER SATISFACTION WITH THE SERVICES QUALITY IN THE MARKETING SYSTEM OF THE TOURIST INDUSTRY ENTERPRISES

2021 ◽  
Author(s):  
Nataliia Bogdan ◽  
Yuliya Krasnokutska ◽  
Olga Kravets
Keyword(s):  
Consumer Satisfaction ◽  
Tourism Industry ◽  
Professional Services ◽  
Quality Of Services ◽  
Clear Understanding ◽  
Tourism Marketing ◽  
Marketing Activities ◽  
Correct Understanding ◽  
Tourist Service

The article examines the peculiarities of marketing activities in the tourism industry. The complexity of this issue is not only that there is no single theoretical approach to solving problems of marketing support of tourism, there is no clear understanding of practical aspects. The purpose of the article is to study the features of marketing activities in the tourism industry and to develop tools for its improvement in order to increase consumer satisfaction with the quality of services provided. To achieve the goal of the article, a number of general scientific and special methods were used: abstract-logical method, method of theoretical generalization, abstract analysis, content analysis. The article defines the essence of tourism marketing, its purpose, tasks and functions, which are considered in tourism at 3 levels: public, regional and individual. The necessity of correct understanding of consumer behavior for realization of effective marketing activity at the tourist enterprise is proved. A comprehensive study of consumer needs and their consumer satisfaction with the quality of services is proposed. It will assess how marketing activities meet consumer needs and how a company assesses the importance of its work at each stage of the purchase decision. It has been proved that identifying the degree of consumer satisfaction with the company's services is the most important problem in the context of ensuring the competitiveness of the enterprise and the efficiency of its work in the market. A client-oriented model of marketing of a professional tourist service has been developed, which is based on the characteristics inherent in a professional tourist service. The model considers three types of marketing: traditional, internal and interactive marketing. The components of the model should be three controlled and interdependent links: "travel company – customers"; "travel company – staff"; "staff – customers ". It has been proved that the introduction of a customer-oriented model of marketing professional services and methods of personal sales will help improve the quality of services provided and increase the efficiency of the tourism enterprise as a whole.

scholarly journals Benchmarking holiday experience: the case of senior tourists

2016 ◽  
Vol 23 (7) ◽  
pp. 1860-1875 ◽  
Author(s):  
Maria Johann ◽  
Panchapakesan Padma
Keyword(s):  
Design Methodology ◽  
Service Providers ◽  
Food Choices ◽  
Future Research ◽  
Essential Characteristic ◽  
Content Type ◽  
Practical Implications ◽  
Better Than ◽  
Tourist Service

Purpose The purpose of this paper is to determine and benchmark the senior tourists’ preferences by considering the importance attached by them and their perception with respect to internal tourism attributes (i.e. package tour characteristics) and external tourism attributes (i.e. destination features). Design/methodology/approach The present study makes use of importance-performance analysis and employs paired sample t-test for this purpose. Findings The senior tourists evaluated the package tour attributes to be more important and better than destination characteristics. They also perceived that the service providers have to pay immediate attention to improve the quality of restaurants and meals and hotels. Research limitations/implications Data are collected only from inbound senior tourists in Poland. In future, research may be conducted with a more representative sample. Practical implications The senior tourists want to explore the local cuisine and then have food choices from their culture as well. “Tour escort” is one of the most essential characteristic of a package tour and it could serve as a factor of differentiation. Hence, the tourist service providers have to pay attention to these factors. Originality/value The paper takes into account the internal tour attributes and destination attributes to evaluate senior tourists’ holiday experience.

Analysing the quality of tourist and tourist service regional infrastructure: methodology

10.12737/4500 ◽  
2014 ◽  
Vol 8 (2) ◽  
pp. 38-47 ◽  
Author(s):  
Владимир Минаев ◽  
Vladimir Minaev ◽  
Наталья Платонова ◽  
Natalya Platonova ◽  
Елена Погребова ◽  
...  
Keyword(s):  
Quantitative Characteristic ◽  
Federal District ◽  
Tourist Industry ◽  
Tourist Destinations ◽  
Managerial Decisions ◽  
Grass Root ◽  
Data Organisation ◽  
Qualitative Characteristics ◽  
Tourist Service

Characteristics of the infrastructure supporting the tourist sphere in the regions can be presented in a digitized format reflecting the data pertaining to (1) dichotomous qualitative characteristics, (2) score characteristics as multi-qualitative characteristics, and (3) quantitative characteristics. Thus presented, the data are easily processed and interpreted by the administra-tive, managerial and grass-root regional tourist industry personnel. The options for data organisation presented in the article allow not only to assess the comparative difference between regional tourist destinations and tourist service, but also to carry out an integral comparative analisys of the regions and recreational areas in terms of tourist infrastructure quality. The methodology proposed by the authors has been successfully applied to the context of collective accommodation facilities (CAFs) in a number ofSouthern-Federal-District-located regions. Application of the methodology includes the algorithm of dichotomous, score qualitative and quantitative characteristic processing, as well as a graphic interpretation of the ranking of the dichotomous characteristics of CAFs in the regions targeted by the research. The authors present the results of the analysis of the CAFs quality in the dichotomous, score and qualitative format, and conclude this method of data presentation to be universally applicable to tourist destinations, service and recreational facilities. To substantiate managerial decisions as applied to the research-targeted regions, the authors provide the results of the rating of factors detrimental to the tourist, tourist service and recreational-activity development. The authors claim that the methodology elaborated on in the article can be used for assessing the quality of the service of any regional tourist industry components, as well as an objective comparison and a region-wide analysis of the traveler-oriented service quality.

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