ЯКІСТЬ ТУРИСТСЬКИХ ПОСЛУГ: ОСОБЛИВОСТІ ФОРМУВАННЯ ТА УПРАВЛІННЯ

Abstract

The article reveals the meaning of the concept of quality, identifies the features of the quality of tourist services, analyzes the factors that affect it. It is noted that according to the requirements of the international standard, quality is the ability of products to meet the established or anticipated needs of consumers. The basic principles and elements of quality systems, which cover all the processes necessary to ensure it, are set by the ISO 9001 series standard. It is stated that quality in tourism is both a professional tool, a management model and a marketing tool. It is proved that in modern business conditions the quality of tourist services is one of the most important components of efficiency and profitability of the tourism industry. It is substantiated that the quality of services has a significant impact on the competitiveness of tourism enterprises, and therefore requires considerable attention from the latter. It is stated that the quality of tourist services is directly related to the quality of tourist services, the approaches of consumers of tourist services and their producers to the assessment of the quality of service are analyzed. It is proved that the introduction of tourist services of consistently high quality is facilitated by the introduction of a quality management system in the activities of enterprises, the principles of its functioning are analyzed. In today's challenges, consumers are making ever higher demands on the quality of the products they consume. For tourism enterprises, high standards of service are becoming a decisive factor in competition. Considerable attention is paid to the process approach and risk-oriented thinking, which, in accordance with the international standard ISO 9001 series, characterize the quality management systems of leading companies, ensure their competitiveness in the market. The scheme of processes for the tourist enterprise is offered. It is noted that in order to meet the needs of customers, the tourist enterprise must ensure a harmonious relationship between all processes, because it is their effective functioning that determines the quality of services provided and the continuous improvement of the quality management system.