Kalite Yönetim Uygulamalarının Algısal Finansal Performans Üzerine Etkisi: Dört ve Beş Yıldızlı Otellerde Uygulama

Yıl 2018, Cilt: 16 Sayı: 31, 381 - 408, 01.02.2018

Feridun Duman

Öz

Bu araştırmanın amacı, konaklama sektöründe kalite yönetiminin algısal performans üzerine ilişkisinin araştırılmasıdır. Çalışmada ilk olarak literatür taraması
yapılarak kuramsal çalışmanın çerçevesi ve hipotezleri oluşturulmuştur. Kuramsal
çerçeveye uygun olarak kalite yönetim değişkenleri belirlenmiştir. Araştırma verileri 290 dört ve beş yıldızlı otel işletmelerinden anket tekniğiyle elde edilmiştir.
Bu anketler otel işletmelerinin genel müdürleri tarafından doldurulmuştur. Temel
analiz tekniği olarak keşfedici faktör analizi kullanılmıştır. Bununla birlikte, yapılan keşfedici faktör analizi üst yönetim liderliğinin, müşteri odaklılığının, tedarikçi
yönetiminin ve insan kaynakları yönetiminin otel işletmelerinin finansal performansını iyileştirdiği görülmüştür. Diğer taraftan, kalite yönetim uygulamalarından süreç yönetimi ve kalite veri ve raporlamasının finansal performansa etkisi
görülmemiştir. Bu sonuçlar, konaklama işletmelerin kendi kaynaklarını bu kalite
yönetim boyutlarının üzerine daha etkin kullanarak konaklama işletmelerinin finansal performanslarını iyileştirdiği görülmüştür. 

Anahtar Kelimeler

Kalite Yönetimi, Algısal Finansal Performans

Kaynakça

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