Quality management and customer results: the tourist accommodation sector in Spain

Abstract

Purpose The purpose of this paper is to examine the relationship between the critical factors of quality and customer results and also investigate the structure of relationships between the critical factors of quality, in the context of the tourist accommodation sector in Spain. Design/methodology/approach A theoretical model is proposed together with the hypotheses to be tested and the data obtained in 186 tourist accommodation businesses certified under the “Q for Tourism Quality” are analyzed, with the technique of structural equations models. Findings The results show that the antecedents of customer results are continuous improvement and quality policy/planning. Originality/value The practical implications of this paper focus on providing managers of enterprises of tourist accommodation with variables on which to perform in order to improve customer satisfaction; their leadership and commitment to quality are fundamental in the process of implementing the quality management system, which helps ensure that the company provides a quality service that influences customer satisfaction.