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.

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 The influence of quality management systems for improvement of logistics supply in Poland

2017 ◽  
Vol 8 (4) ◽  
pp. 643-655 ◽  
Author(s):  
Dominik Zimon
Keyword(s):  
Quality Management ◽  
Quality Management System ◽  
Empirical Studies ◽  
Iso 9001 ◽  
Management Systems ◽  
Quality Management Systems ◽  
Supply Logistics ◽  
Definition Of ◽  
The Impact ◽  
A Company

Research background: ISO 9001 with its requirements gives a company a guidance on the definition of the quality management system architecture, based on the process approach and the indications for its continuous improvement. Despite the general emphasis to the benefits of implementation of ISO 9001 in the literature, there is a still lack of research concerning the actual impact of quality management systems for improving specific logistics processes. The research is focused on the Polish market because there is no research in the subject literature which concerns the impact of the implementation of quality management systems on the improvement of logistic processes in Polish enterprises. Purpose of the article: The focus of this publication was to examine the impact of the implementation of the requirements of ISO 9001 for process improvement supply logistics. Methods: Empirical studies were carried out in September and October 2014 on a group of 17 companies with implemented and certified quality management systems according to ISO 9001. The research tool was a questionnaire survey sent to management representatives (25 respondents) and workers (140 respondents). The surveys were supplemented with direct interviews with employees of the companies. Findings: Based on the survey it can be stated that the quality management systems, accord-ing to ISO 9001, had a fairly large impact on improving procurement processes. This is particularly evident in areas including relationships with suppliers, quality control, workflow and communication, both internal and external. The positive aspects achieved through the implementation of quality management systems due to the fact that the ISO 9001 standard in its commitments puts great emphasis on the organization of the procurement process.

Acquiring capabilities in translation

Target ◽  
2004 ◽  
Vol 16 (2) ◽  
pp. 253-287 ◽  
Author(s):  
Gaby Thomson-Wohlgemuth ◽  
Ian Thomson
Keyword(s):  
Quality Management ◽  
Common Factor ◽  
Management Systems ◽  
Quality Systems ◽  
Quality Management Systems ◽  
The People ◽  
Definition Of ◽  
Industrial Standards ◽  
Translation Systems

There is increasing pressure on all industries to introduce Quality Management Systems, a development which has now also found entry into the translation industry. Industrial standards like the ISO family provide the basis of many such systems; however, for several reasons, such process-based standards are regarded by many as inappropriate for translation businesses. One common factor considered in this article is their failure to emphasise the role of people both in the definition of the processes and in their implementation. The present article proposes a new model for translation businesses, accepting the importance of people in the translation industry and recognising that process-driven quality systems may be inadequate in maintaining consistent levels of quality. The model is based on identifying the capabilities that incorporate the processes of an organisation and the behaviours embodied in the people involved in these processes. In this article, the model is referred to as Acquired Capabilities for Translation Systems (ACTS).

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 Servqual potential for quality management in hotel services

2012 ◽  
Vol 60 (2) ◽  
pp. 307-314 ◽  
Author(s):  
Kateřina Ryglová ◽  
Ida Vajčnerová ◽  
Jakub Šácha
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Quantitative Research ◽  
Gap Analysis ◽  
Hotel Industry ◽  
Field Research ◽  
General Applicability ◽  
Five Dimensions ◽  
Weighted Score ◽  
Definition Of

The aim of the paper is to present possibilities and specifications of using the Servqual method in service quality management in hotel industry. The Servqual method works on the definition of five dimensions of a service quality: tangibles, reliability, responsiveness, assurance and empathy. It is based on so called Gap analysis that crucially comes out of the discrepancy between a customer’s expectation and perception. Demonstrating the practical application of Servqual in hotel business is also a part of the paper, as well as verifying possibilities of customer satisfaction quantification with the help of the Gap model, evaluating general applicability and presenting suggestions for possible adaptations and further utilization in the branch of tourism. Input data necessary for the gap analysis have been gained by force of a primary field-research with the help of a quantitative research via questionnaire. The results of Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score that for the examined hotel reached the value of −0.07. This shows that the discrepancy between expectations and perceptions of the hotel guests is minimal. However, the calculation of this score would be of a higher importance if we wanted to compare more accommodation facilities mutually or possibly to follow the development of this index in time.

scholarly journals The risk-based approach in organization quality management systems

2020 ◽  
pp. 1-13
Author(s):  
Oksana Zhemchugova ◽  
Violetta Levshina
Keyword(s):  
Quality Management ◽  
Risk Classification ◽  
Iso 9001 ◽  
Management Systems ◽  
Quality Management Systems ◽  
Organization Quality ◽  
Quality Risk ◽  
New Feature ◽  
Definition Of

The relevance of the study is associated with the problem of introducing a risk-based approach in the quality management systems (QMS) of organizations from various sectors according to the requirements of ISO 9001:2015. It hereby offers a new feature of risk classification based on their application in management systems concerning various aspects of organizations activity, in particular, risk in QMS (quality risk). The authors’ definition of the term “quality risk” is presented, and the concept of the “risk-based approach in QMS” is clarified. Methodical approaches to the choice of the complexity of the risk-based approachdepending on the QMS maturity in an organization and the factors of its environment are developed and tested in 46 organizations from various industries.

scholarly journals EVALUATION OF CUSTOMER SATISFACTION WITH PRODUCTS IN THE SELECTED COMPANY

2015 ◽  
Vol 1 (1) ◽  
pp. 21-25
Author(s):  
Lenka Kyjaková ◽  
Renáta Bašková
Keyword(s):  
Quality Control ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Questionnaire Survey ◽  
Management System ◽  
Quality Management System ◽  
Iso 9000 ◽  
Global Scale ◽  
Management Systems ◽  
Quality Management Systems

Design and introduction of quality management system in the organization are affected by changing conditions, needs, specific objectives system, providing products and using a process. On a global scale, a large number of organizations use most widespread quality management systems based on models presented in the standards ISO 9000. This paper focuses on system of quality control in the selected company. Based on the questionnaire survey it was measured a customer satisfaction. According to the results of the survey, there were specified objectives of quality to enhance customer satisfaction.

scholarly journals Benefits of Quality Management Standards in Organizations

Standards ◽  
2021 ◽  
Vol 1 (2) ◽  
pp. 154-166
Author(s):  
Arūnas Zgirskas ◽  
Juozas Ruževičius ◽  
Darius Ruželė
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Corporate Image ◽  
Management Systems ◽  
Quality Level ◽  
Customer Requirements ◽  
Quality Management Systems ◽  
Management Standards ◽  
Perception Of Quality

The main motives for implementing standards are external and internal. External motives are related with aims to enter new markets, export new goods, meet customer requirements, achieve better corporate image, gain market share, or increase customer satisfaction. Internal motives occur when the organization itself wants to improve the internal system and when processes and benefits depend on the internal motives of the organization. In order to disclose the benefits of quality standards, an empirical study was conducted with quality representatives from organizations in different fields of business activity in Lithuania. The research aimed to investigate what quality management systems prevail in organizations and to reveal the motives and benefits of implementation. The empirical study found that after the implementation of quality management standards (QMS), the quality level improved; the number of incidents and defects (complaints) decreased; employee involvement and perception of quality increased; company profits increased; customer satisfaction increased; and company management was improved.

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