Quality management of tourist services: modern approaches

Abstract

Quality management of tourist services is a determining factor in the effective operation of enterprises within the tourism sector, requiring continuous improvement and consideration of current trends. In today’s world, tourism activity is defined by the level of competitiveness, and quality serves as the key competitive advantage for tourism enterprises. The aim of this article is to substantiate modern approaches to quality management in tourist services. To achieve this goal, the following research methods were used: analysis and synthesis, comparison, and generalization. It has been established that effective quality management of tourist services requires a comprehensive approach that integrates all processes and functions aimed at achieving a high level of customer service. It is established that the quality of tourist services is a important factor, as it provides an assessment of the service provision process, which in turn affects customer loyalty and positive feedback. Equally important is the fact that high service quality contributes to enhancing the economic efficiency of tourism enterprises and improving their market reputation. It has been established that providing a high level of tourist services contributes not only to increasing the economic efficiency of enterprises, but also to the development of sustainable tourism, which is an important component of the tourism industry development strategy. The main and modern approaches to managing the quality of tourism services include: implementation of international quality standards; customer orientation; digital transformation; competitive market analysis and study of tourist requests. It is noted that service lies at the core of tourist services. The main components of a high level of service are staff professionalism, communication culture, quick response to the needs of tourists and an attentive attitude towards each tourist. It has been established that improving the quality of service is crucial. Among the key tools for improving service quality are: regular professional training of staff, self-directed learning, the implementation of employee motivation systems, and conducting customer surveys. It is determined that competitiveness is defined by two main indicators: primarily the quality level of the product and the pricing level.