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Thermal baths of Portugal, quality management maturity perceived by the managers. Empirical study

Abstract:

This paper presents the results of the study presented in order to identify the motivations that would drive to the Thermal baths of Portugal to implement and certify Quality Management System, knowing that the perceived benefits gained from this implementation as well to analyze the degree of ma-turity in quality management of the same today. The working methodology consists of a descriptive analy-sis with factorial analysis allow us to validate the measurement scales. The target population is the Ther-mal baths of Portugal, belonging to the Thermal Association of Portugal (ATP), with a study population of 32 active Baths. The results obtained indicate that the most important motivations that would drive to the Baths to implement Quality Management System are internal motivations (improve internal procedures, control and business efficiency and provide a basis for Total Quality Management), the main benefits they expect are offering higher quality services, improve sales and increase quality awareness of employees. Analyzed the critical factors in the Baths of Portugal have a higher degree of implementation to 70%.