Service Quality Management Systems: An Annotated Bibliography

1992 ◽  
Author(s):  
Wilbert R. Young
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Annotated Bibliography ◽  
Management Systems ◽  
Quality Management Systems ◽  
Service Quality Management

THE QUALITY OF HOTEL PERFORMANCE (The Effectiveness and Efficiency)

1999 ◽  
Vol 5 (1-2) ◽  
pp. 145-160
Author(s):  
Ivanka Avelini Holjevac ◽  
Ana Marija Vrtodušić
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Hospitality Industry ◽  
Management Systems ◽  
Business Success ◽  
Quality Management Systems ◽  
Customer Care ◽  
Hotel Performance ◽  
Effectiveness And Efficiency

Service quality has been a major preoccupation of the hospitality industry throughout the 1980s and the early 1990s. Quality management systems have been clearly identified as a means of increasing the professionalism and social competence of staff, while developments such as customer care programs and quality teams have produced notable improvements in the effectiveness and efficiency. Starting from the main economic goal of making profit in each enterprise, it is necessary to measure and to evaluate effectiveness and efficiency. The aim of this paper is to emphasize the importance and necessity of measuring two aspects of the quality of business success: effectiveness (hotel market success) and efficiency (hotel economy). The paper defines effectiveness and efficiency as well as key ratios for measuring and evaluating those two aspects of quality of business success.

scholarly journals Pengaruh Implementasi Sistem Manajemen Mutu ISO 9001:2015 Terhadap Kepuasan Peserta (Pelanggan) Dengan Mediasi Kualitas Layanan

2019 ◽  
Vol 9 (1) ◽  
pp. 69-78
Author(s):  
Erna Nur Ma'sumah ◽  
Layaman Layaman
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
Quality Data ◽  
Management Systems ◽  
Quality Management Systems ◽  
Participant Satisfaction ◽  
Managerial Implications

This study aims to analyze the effect of the Implementation of Quality Management Systems and Service Quality on the Satisfaction of Participants (Customers), as well as the Implementation of Quality Management Systems on Service Quality. Data collection through the distribution of questionnaires to participants of PT. Taspen. Regression analysis is used to prove the hypothesis. The results showed that the implementation of the Quality Management System and Service Quality affected the Participant Satisfaction and the Implementation of the Quality Management System affected the Service Quality. Implementation of the Quality Management System has a weak effect on Participant Satisfaction. This study also shows that the Implementation of Quality Management Systems to Participant Satisfaction is mediated by Service Quality. This result has several managerial implications.

scholarly journals Stakeholders’ Awareness of Quality and Quality Management Systems in Zimbabwean Hotels

2021 ◽  
pp. 682-697
Author(s):  
Vitalis Basera ◽  
Judy Mwenje
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Industry ◽  
Management Systems ◽  
Quality Management Systems ◽  
Study Approach ◽  
Independent Hotels ◽  
Group Interviews ◽  
Definition Of

The aim of the study was to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry. This study sought to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry by (1) establishing the definition of quality, (2) exposing dimension of service quality, (3) identifying how customer satisfaction is measured and (4) identifying quality management systems and quality philosophy used in hotels. Appreciation of quality and QMS in the hotel industry can assist stakeholders to employ holistic measures to improve adoption of quality management systems in hotels and improve the operations of the hotels. The study followed a multi case study approach, with 9 hotels from Harare chosen purposively to represent the hotel industry in Zimbabwe. Managers and key stakeholders were interviewed and focus group interviews were conducted. Key questions on quality definition, dimensions of service quality and customer satisfaction measurement were asked and the data was analysed using thematic analysis -directed content analysis. The results showed that stakeholder in the hotel industry are very much aware of QMS, though in abstract. There is greater awareness of quality and QMS among group chain hotels than in independent hotels. There is need to upgrade on quality training in the hotel industry from collaborative perspective so that the stakeholders appreciate quality and QMS fully so that the industry remains competitive.

Quality management in medical laboratories

2010 ◽  
Vol 30 (02) ◽  
pp. 55-62
Author(s):  
M. Fritzer-Szekeres
Keyword(s):  
Quality Management ◽  
Medical Laboratory ◽  
Management Systems ◽  
The European Union ◽  
Quality Management Systems ◽  
Iso 17025 ◽  
Iso 15189 ◽  
Medical Laboratories ◽  
Systems Quality ◽  
Standard Iso 15189

SummaryDuring the 20th century understanding for quality has changed and international and national requirements for quality have been published. Therefore also medical branches started to establish quality management systems. Quality assurance has always been important for medical laboratories. Certification according to the standard ISO 9001 and accreditation according to the standard ISO 17025 have been the proof of fulfilling quality requirements. The relatively new standard ISO 15189 is the first standard for medical laboratories. This standard includes technical and management requirements for the medical laboratory. The main focus is the proof of competence within the personnel. As this standard is accepted throughout the European Union an increase in accreditations of medical laboratories is predictable.

REGULARITIES OF THE PREPARATION OF RUSSIAN ENTERPRISES FOR CERTIFICATION OF COMPLIANCE WITH ISO 9000 SERIES

2019 ◽  
Vol 6 (3) ◽  
pp. 54-60
Author(s):  
Mikhail Jurievich Rudiuk ◽  
Anastasiia Vladislavovna Gerasimova ◽  
Ekaterina Mikhailovna Pomozova
Keyword(s):  
Quality Management ◽  
Iso 9000 ◽  
World Market ◽  
Practical Significance ◽  
Management Systems ◽  
Quality Management Systems ◽  
Strict Adherence ◽  
The World ◽  
Legislative Framework ◽  
Current Stage

The authors' task was to analyze the development of quality management systems at the current stage in Russia, as well as at the previous stage in the USSR. As a result, we came to the conclusion that the factors stimulating the implementation of ISO 9000 standards are the need to promote products on the world market, as well as the possibility of receiving orders from the state. In the future, strict adherence to these standards will allow enterprises to significantly reduce the likelihood of lawsuits from consumers, which is important in the context of the development of the legislative framework and increased control over the business. The practical significance of the article is the possibility of familiarizing management and personnel with quality services, whose task is to prepare for certification for compliance with ISO 9000 standards in how this process took place in other companies. The originality of this work is to summarize the experience of implementation of ISO 9000 standards at enterprises and to analyze the factors contributing to or hindering this process.

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