Relationship between Quality and Performance: Tourism Companies in the Czech Republic

Abstract

This article analyzes perception of quality as a factor of performance of companies operating in the tourism industry. The introduction defines business performance and quality with a focus on tourism companies. A synthesis of findings from empirical studies conducted abroad follows, and is focused on the determinants of performance of a company (success), including the quality management which emerged as one of the important factors, and so these findings justify the importance of quality management in business practice. The aim of this article is to find the perception of quality and emphasis on the quality management of tourism companies in the Czech Republic. To identify the specific characteristics of quality perception and management in this sector, comparative analysis of questionnaire results, and results of a financial analysis of companies from various sectors of the Czech economy, with emphasis on tourism, has been used. It has been proved that enterprises in the sectors surveyed perceive quality as the key factor in business performance; it was also empirically shown that companies with higher levels of service quality reach better values of financial indicators. Also it was found that although tourism companies perceive the service quality of as one of the key success factors, the level of its actual implementing is low. This is related to the fact that relatively good financial results can be achieved in this industry without adjustment of the maximum customer service. This fact is also confirmed by the findings that show that in comparison to companies in other sectors, tourism companies still perceive relationship between quality production and business performance as substandard. The paper focuses on a problem that is usually not solved in literature. Of course, there is a group of studies which deals with quality, service quality or performance, but authors did not find any specialized studies that look into the relationship between service quality and performance, moreover in conditions of the Czech Republic. For us, the most important thing is to fill this white place of science. Because of 63.6% enterprises in the Czech Republic pursue in the service sector (Czech Statistical Office, 2010), it is fundamental to asnwer the question of their quality, and especially the influence of their quality to their performance, thanks to permanently increasing and changing competitive environment.

Leadership in the Context of Corporate and Employee Social Responsibility in the Czech Company

“…On the other hand, Men (2014) suggested deriving more from using the internal social networks, and we see possible advancements in this area also. Sedlacek et al (2012) also describe the advantages and disadvantages of internal communication. The internal social network Yammer could be taken advantage of to drive more attention to the CSR program and opportunities for participation.…”

Managing quality in industrial companies: The empirical study of quality management systems in the Czech Republic

“…Singh et al (2009) have explored relationships between QM and business performance. Sedlacek et al (2011)…”

How Do Quality Practices Affect the Results?: The Experience of Thalassotherapy Centres in Spain

“…There has been numerous researches conducted in this regard in the industrial sector [7,25,26] (among others), being more scarce in the service sector and more specifically in the tourist sector [3][4][5]13,[27][28][29][30].…”