To constantly satisfy the increasing demands of consumers and to face fierce competition, companies need to consider continuous improvement over the quality offered in products and services. Tourism is an economic activity that has seen constant growth in recent year and also offers very diverse services due to fierce competition. Therefore managers of the tourism units must consider concentrating resources on those elements that attract the most interest from customers, respectively on improving the quality and range of services. Quality awareness must begin with clear identification of customer requirements, regulatory requirements (rules, laws, applicable standards, etc.), and must continue with all other internal company processes involved in the product / service.
The development and the quality of tourist services are primarily dependent on the existence of adequate technical infrastructure, with adequate facilities, offering ideal conditions to the tourists, and to fulfill, as applicable, other functions. Secondly, tourism services are influenced by the efficiency of the staff, by the accommodation and catering capacities, by the treatment and leisure bases, the skill level of work, the organization of work in tourist establishments. In this context, the insufficiency of the accommodation and catering sectors, equipping them properly, mismatch between comfort level and discerning travelers, as well as the small number of workers or their poor preparation, adversely affect quality of tourism services as well as the size of tourist traffic and the possibilities for exploiting heritage.
The Quality of Tourist Services
The quality of products and services is one of the most important forms of assessment of the design capacity, the respect of technological discipline and the staff undertaking participatory attitude, through which the entire staff participates in the improvement of business activity, labor productivity growth, meeting customer requirements, increasing competitiveness between products on the market. Since tourism services are based on the interaction between customer and provider, it is crucial to underline the importance of human resources in this industry. According to SR EN ISO 9000/2000 quality is defined as “the extent to which a set of inherent characteristics of a product / service satisfy the customer’s requirements”.
World Tourism Organization understands the quality of tourism as being the result of a process which involves meeting all the needs, demands and legitimate consumer expectations in terms of product and service at an affordable price, in accordance with the contractual terms of a mutual agreement and adjacent determinants of quality which are security and protection, hygiene, accessibility, transparency, authenticity and harmonization of tourism activity concerned with the human and natural environment. The outcome of tourism can be measured by customer satisfaction and by the social, economic and environmental impacts of involved tourism activity. The process suggests that a single action is not sufficient to obtain the quality. More paragraph Download Here