Grado de utilización de las herramientas de calidad en el sector de alojamiento turístico español

  • José Álvarez García
  • José Antonio Fraiz Brea
  • María de la Cruz Del Río Rama
Palabras clave: gestión de calidad, herramientas, Q de calidad turística, alojamiento turístico

Resumen

Las herramientas y técnicas de calidad constituyen la dimensión operativa necesaria para apoyar la implantación de los principios de Gestión de la Calidad Total y la puesta en marcha de los procesos de mejora continua de la calidad en las empresas. El objetivo de este artículo es analizar el grado de utilización de las herramientas y técnicas de calidad por las empresas del sector turístico. La metodología empleada consiste en un análisis descriptivo de las herramientas para investigar su nivel de uso, y con la finalidad de comprobar si existen diferencias en la utilización de las mismas según el tamaño de las empresas y el subsector de pertenencia utilizamos la herramienta estadística, tablas de contingencia. Por último, llevamos a cabo un análisis factorial para determinar la estructura de las herramientas y técnicas de calidad. El estudio empírico fue llevado a cabo en 186 empresas de alojamiento turístico en España certificadas con la marca “Q de calidad Turística”. Los resultados obtenidos ponen de manifiesto que las herramientas más utilizadas son la encuesta de satisfacción a los clientes, las auditorías internas, y el sistema de sugerencias.

Biografía del autor/a

José Álvarez García

Departamento de Organización de Empresas y Marketing, Universidad de Vigo, Facultade de Ciencias Empresariais e Turismo, Campus Ourense, As Lagoas s/n, E-32005 OURENSE, España.

José Antonio Fraiz Brea

Departamento de Organización de Empresas y Marketing, Universidad de Vigo, Facultade de Ciencias Empresariais e Turismo, Campus Ourense, As Lagoas s/n, E-32005 OURENSE, España.

María de la Cruz Del Río Rama

Departamento de Organización de Empresas y Marketing, Universidad de Vigo, Facultade de Ciencias Empresariais e Turismo, Campus Ourense, As Lagoas s/n, E-32005 OURENSE, España.

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Publicado
2012-10-15
Cómo citar
Álvarez García, J., Fraiz Brea, J., & Del Río Rama, M. de la C. (2012). Grado de utilización de las herramientas de calidad en el sector de alojamiento turístico español. PASOS Revista De Turismo Y Patrimonio Cultural, 10(5), 495-510. https://doi.org/10.25145/j.pasos.2012.10.065