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QUALITY IMPROVEMENT IN THE CROATIAN HOTEL INDUSTRY

The aim of this paper is to point out the importance and necessity for the implementation of quality management systems in Croatian hotel industry. One of the weaknesses of Croatian tourism is inappropriate quality level of tourism offer in relation to demand. In the strategy of Croatian economy the priority is given to the faster development of tourism, and quality represents the basis for increasing of its competitiveness and profitability. The paper is focused on quality management systems in the hotel industry. Introduction gives the theoretical framework for the implementation of these systems. After that, research results on the present situation regarding the implementation of quality management systems in the hotel industry are given as well as the results regarding the measuring of service quality in a hotel.

quality management, service quality, hotel industry, statistical analysis, Croatia

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