QUALITY MANAGEMENT PRINCIPLES IN HOTEL COMPANIES – A MANAGER`S PERSPECTIVE

Abstract

Purpose – The article focuses on the implementation of Quality Management Principles in hotel companies. The purpose of this article is to identify the dimensions of a Quality Management System (QMS) that determine the implementation of Quality Management Principles from the managers’ perspective in medium-sized and large hotel companies in the Republic of Croatia. Design – The primary research was conducted from May 21st to July 12th 2023. A total of 154 valid questionnaires were collected. The respondents were managers (CEOs, general managers and/or their deputies or assistants) of large and medium-sized hotel companies in Croatia. Methodology – A survey method using a structured questionnaire was performed. Exploratory factor analysis (EFA) was performed to identify the dimensions that, according to the respondents, determine the implementation of QMS principles. The Kaiser – Meyer – Olkin (KMO) test was performed as a statistical measure to identify data suitability for factor analysis, and the result of the KMO test was greater than 0.6. Findings – Exploratory factor analysis (EFA) was performed to determine the dimensions that, according to the respondents, best define the implementation of QMS principles. The exploratory factor analysis (EFA) identified three dimensions (factors) that according to the respondents’ perception, best describe and determine the implementation of QMS principles in hotel companies. The generated 3 factors explain 56.04% of the total variance. The reliability of each generated dimension was determined by calculating Cronbach’s alpha coefficient which was greater than 0.700. Originality of the research – The results identify which factors are relevant for hotel managers in determining the implementation of the quality management principles in hotel companies. The results of the research can help hotel managers in creating guidelines for the efficient integration of QMSs into everyday business practice.