Удосконалення методики оцінки якості та безпеки туристичних послуг

Abstract

У роботі запропоновано використовувати методику «Таємний покупець» для оцінки якості та безпеки туристичних послуг з використанням структурування функції якості. Сутність підходу в тому, щоб оцінювати якість та безпеку туристичних послуг з погляду споживача. Побудовано алгоритм використання «Mystery Shopping» з визначенням критеріїв, що впливають на якість та безпеку туристичних послуг

Travel services as a form of meeting the needs of people for a rest greatly affects the lives of the global community. Today, there is substantial research for using the "Mystery Shopping" methodology in terms of prioritizing the stages of its implementation. Therefore, principles and measures of prioritizing the stages were first proved in the paper. For this, the "Mystery Shopping" methodology was analyzed by applying a structured quality function. As a result of the study, based on the questionnaire, criteria were determined and it was found that the "Mystery Shopping" methodology is functional enough to determine the quality and safety of travel services. For effective use of this technique, algorithm, testing of which has proved that the competence of personnel is a key factor that influences improving the quality and competitiveness of travel services was developed. To extend the range of consumers of travel product in travel agencies, it was proposed to implement quality control systems, based on the TQM principles, including leadership and management