Original scientific paper
https://doi.org/10.20867/thm.5.1-2.11
THE QUALITY OF HOTEL PERFORMANCE (The Effectiveness and Efficiency)
Ivanka Avelini Holjevac
; Faculty of tourism and hospitality management, University of Rijeka, Opatija, Croatia
Ana Marija Vrtodušić
orcid.org/0000-0001-6679-3742
; Faculty of tourism and hospitality management, University of Rijeka, Opatija, Croatia
Abstract
Service quality has been a major preoccupation of the hospitality industry throughout the 1980s and the early 1990s. Quality management systems have been clearly identified as a means of increasing the professionalism and social competence of staff, while developments such as customer care programs and quality teams have produced notable improvements in the effectiveness and efficiency.
Starting from the main economic goal of making profit in each enterprise, it is necessary to measure and to evaluate effectiveness and efficiency.
The aim of this paper is to emphasize the importance and necessity of measuring two aspects of the quality of business success: effectiveness (hotel market success) and efficiency (hotel economy).
The paper defines effectiveness and efficiency as well as key ratios for measuring and evaluating those two aspects of quality of business success.
Keywords
quality; effectiveness; efficiency; ratios
Hrčak ID:
181994
URI
Publication date:
30.12.1999.
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