ALIGNMENT OF THE 7 QUALITY MANAGEMENT PRINCIPLES: A SINE QUA NON FOR TOURIST SATISFACTION IN RURAL TOURISM

Abstract

The paper aims to analyze the applicability of the seven fundamental principles of quality management, highlighting the importance of their operationalization to increase tourist satisfaction. Considering essential elements of rural tourism such as authenticity, hospitality or the environment and infrastructure, the study analyzes how principles such as customer orientation, leadership, staff involvement or continuous improvement act on the quality of services in rural tourism. The aspects that hinder the efficient application of these principles are also analyzed, as well as the existence of good practices. In a paradigm that aims at the mixture between quality and quantity, the paper aims to demonstrate, even though practical examples, the influence of the coherence of quality management principles on customer satisfaction, thus becoming a sine qua non condition for the sustainable development of rural tourism. The methodology and research are intended to be based on statistical analyses, questionnaires, reviews, comparisons, etc. which demonstrates that the main coordinates of quality, namely the requirements and expectations of customers, can be met by directly correlating and associating the 7 principles of quality management which, together, can ensure the success of any organization. At the same time, the importance of management functions for an efficient organization of services that contribute to satisfying the requirements and expectations of tourists, as well as to the sustainable development of the area, will also be analyzed.