Termas de Portugal, grado de madurez de la calidad percibida por los gestores. Estudio empírico

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Publicado: 18-03-2015

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José Álvarez García
Universidade de Vigo
Espanha
Biografía
José Antonio Fraiz Brea
Universidade de Vigo
Biografía
María de la Cruz del Río Rama
Universidade de Vigo
Biografía
v. 23 n. 1 (2014), Articles
DOI: https://doi.org/10.15304/rge.23.1.2462
Recibido: 18-03-2015 Aceito: 18-03-2015 Publicado: 18-03-2015
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Resumo

Neste artigo expóñense os resultados do estudo cuxo obxectivo é identificar as motivacións que impulsarían ás termas de Portugal a implantar e certificar un Sistema de Xestión de Calidade (SXC), coñe-cer os beneficios que perciben que obterían desa implantación, así como analizar o grao de madureza na xestión da calidade destas na actualidade. A metodoloxía de traballo consiste nunha análise descritiva xunto cunha análise factorial que nos permitirán validar as escalas de medida. A poboación obxectivo son as termas de Portugal, pertencentes á Asociación Termas de Portugal (ATP), cunha poboación obxecto de estudo de 32 termas activas. Os resultados obtidos indican que as motivacións máis importantes que im-pulsarían ás termas a implantar un SXC son de índole interna (mellorar os procesos e os procedementos in-ternos, o control e a eficiencia da empresa e servir de base para a Xestión da Calidade Total). Os principais beneficios que esperan obter son ofertar servizos de máis calidade, mellorar as vendas e incrementar a conciencia de calidade dos empregados. Nos factores críticos analizados, as termas de Portugal presentan un nivel de implantación ou un grao de madureza superior ao 70%.

 

Palavras-chave:

Xestión da calidade / Termas de Portugal / Motivacións / Beneficios / Factores críticos
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