Gestión de la calidad en termas de la región de Porto-Norte de Portugal

  1. José Álvarez García
  2. María de la Cruz Del Río Rama
  3. José Antonio Fraiz Brea
Revista:
Estudios y perspectivas en turismo

ISSN: 1851-1732,  0327-5841

Any de publicació: 2013

Volum: 22

Número: 2

Pàgines: 314-335

Tipus: Article

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Altres publicacions en: Estudios y perspectivas en turismo

Resum

En este articulo se exponen los resultados del estudio planteado con el objetivo de identificar las motivaciones que impulsan a las Termas de Porto y Norte a implantar y certificar un Sistema de Gestión de Calidad (SGC), conocer los beneficios que perciben que obtendrían de dicha implantación, así como analizar el grado de madurez en la gestión de la calidad de las mismas en la actualidad. Para ello se llevó a cabo un análisis descriptivo en las Termas ubicadas en la Región Turística de Porto-Norte, perteneciente a la Asociación Termas de Portugal (ATP), con una población objeto de estudio de 12 Termas activas. Los resultados obtenidos indican que las motivaciones más importantes que impulsarían a las Termas a implantar un SGC son motivaciones internas (crear una conciencia de calidad, mejorar el control y la eficiencia, mejorar los procedimientos internos y la calidad de los servicios), siendo los principales beneficios que esperan obtener una clara definición de procesos y responsabilidades, incremento de la conciencia de calidad de los empleados y la mejora de la satisfacción del cliente. En los factores críticos analizados las Termas presentan un grado de implantación superior al 70%, a excepción de mejora continua. Este trabajo tienen importantes implicaciones para los directivos de las Termas, ya que proporciona los puntos fuertes y áreas de mejora en el ámbito de la calidad, detectándose la necesidad de mejora en determinados aspectos relacionados con la gestión de los empleados y la mejora continuada.

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