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Implementation of a quality management system in rural accommodations: Perceived benefits

Abstract:

The aim of the research is to analyze the impact of the perceived benefits of implementation and subsequent certification of a Quality Management System on the implementation level of the critical quality factors and results obtained. The empirical study was conducted in 100 of the 227 rural accommodations certified in Spain. The methodology consists of a descriptive analysis of the benefits perceived by the establishments and conducting a factor analysis, in order to determine the structure of the benefits and lastly, the hypotheses are contrasted and verified using a cluster analysis. The results obtained show that the benefits in this sector are grouped into two clusters; internal and external benefits, and it has been confirmed that the higher the benefit levels arising from the implementation and certification, the higher the implementation levels of the critical factors and results obtained.