Relación entre herramientas y factores críticos de la calidad

In this paper, an empirical study is carried out in order to know the most common tools and quality techniques used by tourist accommodation companies and to what degree they are used. It also aims to confirm whether firms with a higher degree of quality implementation use these tools and quality techniques to a greater extent and the influence of their use on business results. The methodology consists of a descriptive analysis of the tools. By using contingency tables, differences in the use of tools according to the business size and subsector are analyzed. Finally, we group firms according to the level of implementation of the critical factors and results obtained by cluster analysis in order to prove the hypothesis. The empirical study was conducted on 186 tourist accommodation companies in Spain, certified with the logo ‘Q for Tourist Quality’. With the results obtained, we can state that the most used tools are client satisfaction surveys, internal audits, the suggestion system and process management. We have proved the hypotheses proposed in this paper.