THE QUALITY OF THE SERVICES OF A TOURISM ORGANIZATION IN THE MANAGEMENT OF COMPETITIVENESS JEL: М31 УДК: 338
Article Sidebar
Main Article Content
https://orcid.org/0000-0002-5339-9567
Abstract
Currently, tourism is one of the most dynamically developing industries, whose representatives facefierce competition in the market. This requires them to continuously improve the quality of their product and services.An effective quality management system helps to improve customer interaction and increase the level of satisfactionwith their needs. The purpose of the study is to expand the understanding of the possibilities and directions forimproving the quality management system of services to increase the competitiveness of a tourism organization.The authors considered the organizational and legal aspects of service quality management and their impact oncompetitiveness, presented a practical justification for the impact of the level of service quality on competitivenesson the example of Manzherok LLC, conducted a competitive analysis of services, communication policy and PR ofthe company, an assessment of the quality level based on a survey of the company's customers.
Downloads
Article Details
References
РУСАЙНС, 2020. 132 с. [Antonova I. I. Universal quality management. The founders of universal quality
management. Moscow: RUSAJNS, 2020. 132 p. (In Russ.)].
Макарова Л. В., Коновалова С. В. Обеспечение качества и конкурентоспособности услуг // Инженерный вест-
ник Дона. 2018. № 1 [Makarova L. V., Konovalova S. V. Ensuring the quality and competitiveness of services.
Inzhenernyj vestnik Dona = Engineering Bulletin of the Don. 2018;1 (In Russ)].
Михеева С. В. Консалтинг в проектировании риск-ориентированных систем качества. Екатеринбург: Изд-во Ур-
ГЭУ, 2023. 177 с. [Mikheeva S. V. Consulting in the design of risk-oriented quality systems. Yekaterinburg:
Izd-vo UrGEU, 2023. 177 p. (In Russ.)].
Никулина Ю. Н. Современные технологии обеспечения и оценки качества услуг в туризме // Экономика,
предпринимательство и право. 2022. Т. 12, № 7. С. 1901–1918. [Nikulina Yu. N. Modern technologies
for providing and evaluating the quality of services in tourism. Ekonomika, predprinimatel'stvo i pravo =
Economics, entrepreneurship and law. 2022;12 (7):1901–1918. (In Russ.)].
Хамидуллина Г. Р., Гатина Г. Р. Управление качеством. Казань, 2014. 204 с. [Khamidullina G. R., Gatina G. R. Quality
management. Kazan, 2014. 204p. (In Russ.)].
Чу, Т. Т. Сущность и основные принципы управления качеством на промышленном предприятии // Молодой
ученый. 2016. № 29. С. 546–549 [Chu Thu Thao. The essence and basic principles of quality management
in an industrial enterprise. Molodoj uchenyj = Young scientist. 2016;29:546–549 (In Russ.)].
Маленков Ю. А. Развитие российских методов стратегического анализа и целесообразность замены SWOT-
модели // Экономическое возрождение России. 2023. № 1 [Malenkov Yu. A. Development of Russian
methods of strategic analysis and the feasibility of replacing the SWOT model. Ekonomicheskoe vozrozhdenie
Rossii = The economic revival of Russia. 2023;1 (In Russ.)].