engleski

Reality or illusion: implementation of tqm in transport for tourism

The relationship between tourism and transport is significant, determined by the complexity of the tourist (traveler) structure which utilizes various transport modes and appropriate transport infrastructure during travel. The service level offered to travelers - tourists influence the quality of the transport services. In the harsh competitive circumstances of today, quality only is insufficient. Transporters have to offer quality plus. Total quality management (TQM) approach is necessary. However, TQM is unrealizable in the entire tourist transport system as it consists of great number of transporters. They are at different level of development, of different understanding, acting under different circumstances and have completely different life and business philosophy. TQM is possible in some enterprises, which are truly prepared for TQM concept. Therefore, TQM in all phases of tourist transport -from the domicile to the destination, within the destination and back to the domicele - will remain in the sphere of teoretical discussions ; practically an illusion. In practice, transport will be more or less an unpleasant episode for the tourist, which, fortunately, is easily forgotten in the abundance of other pleasures

tourism; transport; service; quality; total quality management

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