Los efectos de las prácticas de gestión de la calidad en los resultados clave: muestra de cuestionarios para el sector del alojamiento turístico en España

García, José Álvarez; Rama, María de la Cruz del Río; Alonso, Mercedes Vila

doi:10.7819/rbgn.v16i52.1614

RESUMEN

En este trabajo de investigación se examinan los efectos directos e indirectos de las prácticas de la Gestión de la Calidad en los resultados clave, y se identifican las relaciones entre las prácticas de la calidad. Para cumplir con el objetivo propuesto se plantea un modelo estructural teniendo en cuenta la revisión previa de la literatura con el propósito de identificar las prácticas de calidad y las relaciones causales con los resultados clave. El modelo teórico y sus hipótesis son testados usando los datos obtenidos de una muestra de 186 empresas de alojamiento turístico certificadas con la marca “Q de Calidad Turística” en España, a partir de un cuestionario elaborado en base a las prácticas de calidad definidas en la literatura y por el Modelo EFQM, tomando como referencia algunas de las escalas más relevantes. La metodología empleada consiste en la aplicación de un Análisis Factorial Exploratorio y Confirmatorio para validar las escalas (fiabilidad, unidimensionalidad y validez) y delimitar el número de ítems de cada uno de los instrumentos de medida de los constructos planteados para, a continuación, estimar el modelo causal propuesto procediendo a contrastar las hipótesis planteadas mediante la técnica Modelo de Ecuaciones Estructurales (SEM). Los resultados obtenidos apoyan las relaciones entre las prácticas de la calidad y el impacto directo y positivo de dos de las prácticas: gestión de los procesos y política/planificación de la calidad, en los resultados clave. También se observó que las prácticas de calidad que más influyen en los resultados clave son la política/planificación de la calidad junto con el liderazgo teniendo en cuenta los efectos totales (directos e indirectos).

Palabras clave:
Gestión de la calidad; Resultados clave; Sector turístico; Modelo de ecuaciones estructurales; España

RESUMO

No presente trabalho de pesquisa foram analisados os efeitos diretos e indiretos das práticas de Gestão da Qualidade nos resultados-chave e foram identificadas as relações entre as práticas da qualidade. Para atingir o objetivo proposto, apresenta-se um modelo estrutural que leva em consideração a revisão prévia da literatura com o propósito de identificar as práticas da qualidade e as relações causais com os resultados-chave. O modelo teórico e suas hipóteses foram testados usando-se os dados obtidos a partir de uma amostra de 186 empresas de hospedagem turística certificadas com a marca “Q de Qualidade Turística” na Espanha, a partir de um questionário elaborado com base nas práticas de qualidade definidas na literatura e pelo Modelo EFQM, tomando-se como referência algumas das escalas mais relevantes. A metodologia usada consiste na aplicação de uma Análise Fatorial Exploratória e Confirmatória para validar as escalas (confiabilidade, unidimensionalidade e validade) e delimitar o número de itens de cada um dos instrumentos de medida dos construtos propostos, para, em seguida, elaborar o modelo causal proposto, procedendo ao teste das hipóteses levantadas por meio da técnica do Modelo de Equações Estruturais (SEM). Os resultados obtidos reforçam as relações entre as práticas de qualidade e o impacto direto e positivo de duas das práticas: gestão de processos e política/planejamento da qualidade, nos resultados-chave. Também foi observado que as práticas da qualidade que mais influenciam nos resultados-chave são a política/planejamento da qualidade junto com a liderança, levando-se em conta os efeitos totais (diretos e indiretos).

Palavras-chave:
Gestão da qualidade; Resultados-chave; Setor turístico; Modelo de equações estruturais; Espanha

ABSTRACT

In this research work, we examine the direct and indirect effects of quality management practices on key results and we identify the relationship between quality practices. To achieve the proposed objective, a structural model was used, taking into account the previous review of the literature, in order to identify the quality practices and causal relationships with the key results. The theoretical model and hypotheses are tested using data collected from a sample of 186 tourist accommodation companies certified with the “Q for Tourist Quality” standard in Spain, from a questionnaire based on quality practices identified in the literature and on the EFQM Model, taking some of the most relevant scales as a reference. The methodology used consists of the application of an Exploratory and Confirmatory Factorial Analysis to validate the scales (reliability, one-dimensionality and validity) and define the number of items of each of the measuring instruments of the constructs proposed, to then estimate the causal model proposed, proceeding to test the hypotheses formulated by using the Structural Equation Model (SEM) technique. The results achieved support the relationship between quality practices and the direct and positive impact of two of the practices, processes management and quality policy/planning, on the key results. It was also observed that the quality practices that most influence key results are quality policy/planning along with leadership, when considering the total effects (direct and indirect).

Keywords:
Quality management; Key results; Tourism industry; Structural equation model; Spain

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2
Processo de avaliação: Double Blind Review

APÉNDICE A - CUESTIONARIO

Cuestionario con 86 preguntas cumplimentado por los responsables de calidad de 186 empresas de alojamiento turístico en España para medir cada uno de los constructos que forman parte del modelo estructural propuesto.

Fechas de Publicación

Publicación en esta colección
Jul-Sep 2014

Histórico

Recibido
21 Abr 2013
Acepto
15 Oct 2014

Este es un artículo publicado en acceso abierto bajo una licencia Creative Commons

[1] AHIRE, S. L.; DREYFUS, P. The impact of design management and process management on quality: an empirical examination. Journal of Operations Management, Amsterdam, v. 18, n. 5, p. 549-575, 2000.

[2] AHIRE, S.L.; GOLHAR, D.Y.; WALLER, M. A. Development and validation of TQM implementation constructs. Decision Sciences, Atlanta, v. 27, n. 1, p. 23-56, Mar. 1996.

[3] ALONSO-ALMEIDA, M. M.; RODRÍGUEZ-ANTÓN, J. M.; RUBIO-ANDRADA, L. Reasons for implementing certified quality systems and impact on performance: an analyses of the hotel industry. The Service Industries Journal, [S. l.], v. 32, p. 919-936, May 2012.

[4] ÁLVAREZ, J.; FRAIZ, J. A.; DEL RÍO, M. C. The Q for tourist quality barriers found in the implementation process by certified Spanish resortsInternational Conference “From Villes Thermales To Sustainable Health And Wellness Destinations”, 2011, Portugal (Chaves).

[5] ANDERSON, J. C.; RUNGTUSANATHAM, M.; SCHROEDER, R. G. A theory of quality management underlying the Deming management method. Academy of Management Review, Briarcliff Manor, v. 19, n. 3, p. 472-509, July 1994.

[6] ANDERSON, J. C.; RUNGTUSANATHAM, M.; SCHROEDER, R. G.; DEVARAJ, S. A Path Analytic Model of a Theory of Quality Management Underlying the Deming Management Method: Preliminary Empirical Findings. Decision Sciences, v. 26, n. 5, p. 637-658, 1995.

[7] ANTONY, J.; ANTONY, F. J.; GHOSH, S. Evaluating service quality in a UK hotel chain: a case study. International Journal of Contemporary Hospitality Management, Bradford, v. 16, n. 6, p. 380-384, 2004.

[8] ARUMUGAM, V. C.; MOJTAHEDZADEH, R.; MALARVIZHI, C. A. Critical success factors of total quality management and their impact on performance of Iranian automotive industry. In International Conference on Innovation, Management and Service IPEDR, 2011, v. 14, p. 312-316, Singapore: IACSIT Press.

[9] BAGOZZI, R. P.; YI, Y. On the evaluation of structural equation models, Journal of the Academy of Marketing Science, [S. l.], v.16, n.1, p. 74-94, 1998.

[10] BLACK, S. A.; PORTER, L. J. Identification of the critical factors of TQM. Decision Sciences, Atlanta, v. 27, n. 1, p. 1-21, Winter 1996.

[11] BOU-LLUSAR, J. C. et al. An empirical assessment of the EFQM Excellence Model: evaluation as a TQM framework relative to the MBNQA Model. Journal of Operations Management, Amsterdam, v. 27, n. 1, p. 1-22, Jan. 2009.

[12] BRAH, S. A.; WONG, J. L.; RAO, B. M. TQM and business performance in the service sector: a Singapore study. International Journal of Operations & Production Management, [S. l.],v. 20, n. 11, p. 1293-1312, 2000.

[13] CAMISÓN, C.; CRUZ, S.; GONZÁLEZ, T. Gestión de la calidad: conceptos, enfoques y sistemas. Madrid: Pearson Prentice Hall, 2007.

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