NORTHERN UNIVERSITY OF MALAYSIA

COLLEGE OF BUSINESS (COB)

QUALITY MANAGEMENT
LECTURE:

Mohd Zainudin Bin Othman

GROUP A

Muhammad Rivaldi Pratama Weol

224984

Title

: Quality management in hotels in the Basque Country

Author

: Alvarez, M.J.; Jaca, C.; et al

Journal

: International Journal of Quality and Service Sciences, Vol. 4 Iss: 1, pp.51 - 60

1. Introduction
Spain is a strategic country to open a tourism business and the majority of tourists in the
world want to visit the country caused by the beauty of its architecture and remarkable
holiday experience. Therefore for the Spanish tourism sector is a very important sector
for the Spanish economy. The tourism sector has a huge contribution to GDP. Added
many new sites in Europe gave the threat to Spain in the tourism sector. Spain decided
not to compete in terms of price, but the state decided to improve the quality of tourism.
Quality can be the key to improving performance and service in a competitive
Environment (Ingram and Daskalakis, 1999; Costa, 2004). . With the establishment of
projects SPANISH TOURIST QUALITY SYSTEM (SCTE) set up by the Spanish
government, SCTE will provide and develop the quality of some tourism companies in
Spain. This study targets the Basque country as a correspondent to know the how much
quality management that has been implemented and the impact of what has been obtained
after applying quality management systems in some hotels there.
2. Contents of the journal.
2.1

Framework and objectives of the study the first target of this study is to determine
how a hotel embed quality management in their business. How much a manager
to understand about quality management. Companies may be motivated to adopt a
quality system by two factors: external factors such as the number of competitors
was greater, comments and criticisms from costumer, who wanted to name the
company, the better the eyes of costumer.a second target to determine how the
quality standard that is used by the hotel in Basque. Country. Several for quality
management methodologies have been developed, Including the ISO 9000 series,

Six Sigma programs, the EFQM business excellence models and within Spain, the
trademark Q for tourist companies
2.2

Research methodology
This study involves a hotel located in basque. The region has unique
characteristics and culture to become a tourist destination in the world. survey
conducted in September to November 2010. The total number of hotel chosen for
the survey was 223 hotels. An e-mail was then sent with a link to a web page
where they could respond to the questionnaire online. Over the course of the
subsequent four week period, we sent a reminder e-mails highlighting the online
survey. The response rate was 16 per cent.

2.3

Finding and discussion

83 percent think that the hotel manager upgraded quality to satisfied the customer
needs and 63 percent think that the method for implementing continuous quality
improvement. And 43 per cent of them think that quality is mainly a method to get
everybody in the company Involved in the company's objectives. Most of the
hotels (83 percent) should promote the quality of management for competitive
advantage, the third (37 per cent) the fourth (20 per cent) most cited motivations
were to get more customers and to increase of profit.

3. Comments and recommendation

Implementation of quality management system in the hotel in Basque many are
experiencing an increase in the various sectors which is: supplier satisfaction, customer
satisfaction, manager satisfaction, employee commitment. In terms of supplier
satisfaction, most of them still feel there is no increase in satisfaction even though the
hotel has been doing quality management. But the supplier did not feel the reduction in
terms of satisfaction. The percentage increase in customer satisfaction is greater than the
customer satisfaction remains the same, in terms of its other existing customer
satisfaction decrease although the percentage is very small. Manager satisfaction rises
dramatically with a small percentage, but there is also a feeling of satisfaction decrease. a
large percentage in terms of employee satisfaction which is the increasing satisfaction
when a quality management system implemented in the workplace. When asked about the
profit, 41 per cent say that profit has increased, another 41 per cent report the same level

of profit and only 17 per cent report a Decrease in profit. Overall, 79 per cent of the
hotels believe that the quality system has been implemented successfully, as opposed to
the 21 per cent who they do not consider it to be successful.
The results of research there are some companies that already perform quality
management successfully, but in some sectors there is still a feeling there is no
progressive increase in service as well as workplace satisfaction in the company and their
customer satisfaction. There are a few suggestions for quality management system to be
more effective. First, harmonization in a company should be improved, harmonization is
meant here is the increase in data accuracy, miss personal communication and
information among top management to middle management. The second suggestion is to
train top management and workers on how to implement a quality management system.
Even if a company has adopted quality management system but there are some workers
who do not understand the system.