Análisis de las relaciones de dependencia entre los factores críticos de la calidad y los resultados. Sector de alojamiento turístico en España

Abstract

The literature review previous to the realization of this research has allowed us to observe that in the field of management of quality is necessary empirical research to analyze the structure of relations among the critical factors of quality and results. In this context, we conducted an empirical study in 186 tourist accommodation businesses certified under the “Q for Tourism Quality” in Spain, which analyzes the structure of relations among the critical factors of quality and quality results. A model based on the theory together with the hypotheses to be tested, and validated using the technique of structural equation models.The results show that companies that want to improve the quality results should be noted that the critical factors that most influence are the policy/quality planning along with leadership. The latter factor is directly and positively related to partnerships and resources, the policy/quality planning, employee management and learning.