THE IMPACT OF ISO 9001 QUALITY MANAGEMENT SYSTEM IMPLEMENTATIONS ON STAFF PERFORMANCE IN HOTEL KITCHENS

Yıl 2025, Cilt: 14 Sayı: 2, 249 - 281, 30.10.2025

Mehmet Özdamar

https://doi.org/10.7460/turar.1716291

Öz

This research aims to examine the impact of ISO 9001 Quality Management System implementations on staff performance in hotel kitchens. Data collected from 400 kitchen staff working in hotel establishments with ISO 9001 certification in Manavgat, Serik, and Alanya districts of Antalya were analyzed. The study employed a relational screening model, and data were collected through questionnaires. Research results showed that ISO 9001 QMS implementations positively affect staff performance. ISO 9001 QMS implementations explain 52.4% of the variance in staff performance. Additionally, it was determined that the performance level of staff who received ISO 9001 QMS training was significantly higher than those who did not receive training. The study also identified positive relationships between ISO 9001 QMS implementations and staff motivation (46.5%) and work process effectiveness (55.9%). These findings emphasize the importance of hotel establishments adopting ISO 9001 QMS implementations to gain competitive advantage, improve service quality, and ensure customer satisfaction. Based on the research results, various recommendations were presented to hotel establishments for effective implementation and continuous improvement of quality management systems.

Anahtar Kelimeler

ISO 9001 , Quality Management System , Hotel Kitchens , Staff Performance , Work Process Effectiveness

Etik Beyan

ETHICAL STATEMENT This study has been prepared by me within the scope of the research titled "The Effect of ISO 9001 Quality Management System Applications on Personnel Performance in Hotel Kitchens." Scientific and ethical rules were followed throughout the research process. All data used in the study were collected in accordance with the permission obtained from Osmaniye Korkut Ata University, Social and Human Sciences Research Ethics Committee (Ethics Committee Decision No: 2025/31152). Institutional permissions were obtained from all hotel establishments participating in the research, the purpose of the research was explained to the participants, and informed consent forms were signed. Participants were informed that participation in the research was voluntary and that they could withdraw from the research at any time. Additionally, assurance was given that the data would only be used for scientific purposes and that personal information would be kept confidential. All sources used in the study have been properly referenced in accordance with scientific citation rules, and no plagiarism has been committed. Research results have been presented impartially, and no manipulation has been performed on the data. I hereby declare that scientific research and publication ethics have been adhered to at all stages of this study.

OTEL MUTFAKLARINDA ISO 9001 KALİTE YÖNETİM SİSTEMİ UYGULAMALARININ PERSONEL PERFORMANSINA ETKİSİ

Öz

Bu araştırma, otel mutfaklarında ISO 9001 Kalite Yönetim Sistemi uygulamalarının personel performansına etkisini incelemeyi amaçlamaktadır. Antalya'nın Manavgat, Serik ve Alanya ilçelerindeki ISO 9001 belgesine sahip otel işletmelerinin mutfak departmanlarında çalışan 400 personelden elde edilen veriler analiz edilmiştir. Araştırmada ilişkisel tarama modeli kullanılmış ve veriler anket yöntemiyle toplanmıştır. Araştırma sonuçları, ISO 9001 KYS uygulamalarının personel performansını olumlu yönde etkilediğini göstermiştir. ISO 9001 KYS uygulamaları, personel performansındaki varyansın %52,4'ünü açıklamaktadır. Ayrıca, ISO 9001 KYS eğitimi alan personelin performans düzeyinin, eğitim almayan personele göre anlamlı düzeyde daha yüksek olduğu belirlenmiştir. Araştırmada aynı zamanda ISO 9001 KYS uygulamaları ile personel motivasyonu (%46,5) ve iş süreçlerinin etkinliği (%55,9) arasında pozitif ilişkiler tespit edilmiştir. Bu bulgular, otel işletmelerinin rekabet avantajı elde etmek, hizmet kalitesini artırmak ve müşteri memnuniyetini sağlamak için ISO 9001 KYS uygulamalarını benimsemelerinin önemini vurgulamaktadır. Araştırma sonuçları doğrultusunda, otel işletmelerine kalite yönetim sistemlerinin etkin bir şekilde uygulanması ve sürekli iyileştirilmesi için çeşitli öneriler sunulmuştur.

Anahtar Kelimeler

ISO 9001 , Kalite Yönetim Sistemi , Otel Mutfakları , Personel Performansı , İş Süreçleri Etkinliği

Etik Beyan

ETİK BEYAN Bu çalışma, "Otel Mutfaklarında ISO 9001 Kalite Yönetim Sistemi Uygulamalarının Personel Performansına Etkisi" başlıklı araştırma kapsamında tarafımca hazırlanmıştır. Araştırma sürecinde bilimsel ve etik kurallara uygun hareket edilmiştir. Çalışmada kullanılan tüm veriler, Osmaniye Korkut Ata Üniversitesi, Sosyal ve Beşerî Bilimler Araştırma Etik Kurulu'ndan alınan izin (Etik Kurul Karar No: 2025/31152) doğrultusunda toplanmıştır. Araştırmaya katılan tüm otel işletmelerinden kurumsal izinler alınmış, katılımcılara araştırmanın amacı açıklanmış ve bilgilendirilmiş onam formu imzalatılmıştır. Katılımcılara, araştırmaya katılımın gönüllülük esasına dayalı olduğu ve istedikleri zaman araştırmadan çekilebilecekleri belirtilmiştir. Ayrıca, verilerin yalnızca bilimsel amaçlarla kullanılacağı ve kişisel bilgilerin gizli tutulacağı konusunda güvence verilmiştir. Çalışmada yararlanılan tüm kaynaklar bilimsel atıf kurallarına uygun olarak referans gösterilmiş, intihal yapılmamıştır. Araştırma sonuçları tarafsız bir şekilde sunulmuş, veriler üzerinde herhangi bir manipülasyon yapılmamıştır. Bu çalışmanın tüm aşamalarında bilimsel araştırma ve yayın etiğine uygun hareket edildiğini beyan ederim.

Kaynakça

• Aguinis, H. (2019). Performance Management (4. Baskı b.). Chicago: Chicago Business Press.
• Alonso-Almeida, M. M., Rodríguez-Antón, J. M., & Rubio-Andrada, L. (2010). Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry. The Service Industries Journal, 32(6), 913-936. https://doi.org/10.1080/02642069.2010.545886
• Armstrong, M., & Taylor, S. (2020). Armstrong’s Handbook of Human Resource Management Practice. London: Kogan Page Publishers.
• Bakhtiar, A., Nugraha, A., Suliantoro, H., & Pujotomo, D. (2023). The effect of quality management system (ISO 9001) on operational performance of various organizations in Indonesia. Cogent Business & Management, 10(2), 1-12. https://doi.org/10.1080/23311975.2023.2203304
• Bartlett, M. S. (1954). A note on the multiplying factors for various chi square approximations. Journal of the Royal Statistical Society, 16(2), 296-298.
• Benavides-Velasco, C. A., Quintana-García, C., & Marchante-Lara, M. (2014). Total quality management, corporate social responsibility and performance in the hotel industry. International Journal of Hospitality Management, 41, 77-87. https://doi.org/10.1016/j.ijhm.2014.05.003
• Borman, W. C., & Motowidlo, S. J. (1993). Expanding the Criterion Domain to Include Elements of Contextual Performance. N. Schmitt, & W. Borman içinde, Personnel Selection in Organizations (s. 71-98). San Francisco, CA: Jossey Bass.
• Bouranta, N., Psomas, E., Suárez-Barraza, M. F., & Jaca, C. (2019). The key factors of total quality management in the service sector: a cross-cultural. Benchmarking: An International Journal, 26(3), 893-921. https://doi.org/10.1108/BIJ-09-2017-0240
• Büyüköztürk, Ş. (2024). Sosyal Bilimler için Veri Analizi El Kitabı İstatistik, Araştırma Deseni SPSS Uygulamaları ve Yorum (31. Baskı b.). Ankara: Pegem Akademi.
• Chiarini, A. (2017). Risk-based thinking according to ISO 9001:2015 standard and the risk sources European manufacturing SMEs intend to manage. The TQM Journal, 29(2), 310-323. https://doi.org/10.1108/TQM-04-2016-0038
• Chuang, N. K., & Lei, S. A. (2011). Job stress among casino hotel chefs in a top-tier tourism city. Journal of Hospitality Marketing & Management, 20(5), 551-574. https://doi.org/10.1080/19368623.2011.570642
• Cianfrani, C. A., & West, J. E. (2015). ISO 9001:2015 Explained, Fourth Edition. Wisconsin: ASQ Quality Press.
• Cohen, J., Cohen, P., West, S., & Aiken, L. (2013). Applied Multiple Regression/ Correlation Analysis for the Behavioral Science. New York: Routledge.
• Çokluk, Ö., Şekercioğlu, G., & Büyüköztürk, Ş. (2025). Sosyal Bilimler İçin Çok Değişkenli İstatistik: SPSS ve LISREL Uygulamaları (8. b.). Ankara: Pegem Akademi Yayıncılık.
• Deery, M., & Jago, L. (2015). Revisiting talent management, work-life balance and retention strategies. International Journal of Contemporary Hospitality Management, 27(3), 453-472. https://doi.org/10.1108/IJCHM-12-2013-0538
• Field, A. (2013). Discovering Statistics Using IBM SPSS Statistics. Los Angeles: Sage Publications.
• Flynn, B., Schroeder, R., & Sakakibara, S. (1994). A framework for quality management research and an associated measurement instrument. Journal of Operations Management, 11, 339-366. https://doi.org/10.1016/S0272-6963(97)90004-8
• Fonseca, L. M. (2015). From quality gurus and TQM to ISO 9001:2015: A review of several quality paths. International Journal of Qualitative Research, 9(1), 167-180.
• Fonseca, L. M., Domingues, J. P., Machado, P. B., & Calderón, M. (2017). Management system certification benefits: Where do we stand? Journal of Industrial Engineering and Management, 10(3), 476-494. https://doi.org/10.3926/jiem.2350
• Fotopoulos, C., & Psomas, E. (2010). The structural relationships between TQM factors and organizational performance. The TQM Journa, 22(5), 539-552. https://doi.org/10.1108/17542731011072874
• Gagné, M., Forest, J., Gilbert, M., Aubé, C., Morin, E., & Malorni, A. (2010). The motivation at work scale: Validation evidence in two languages. Educational and Psychological Measurement, 70(4), 628-646. https://doi.org/10.1177/0013164409355698
• Garayoa, R., Díez-Leturia, M., Bes-Rastrollo, M., García-Jalón, I., & Vitas, A. I. (2014). Catering services and HACCP: Temperature assessment and surface hygiene control before and after audits and a specific training session. Food Control, 43, 193-198. https://doi.org/10.1016/j.foodcont.2014.03.015
• Goetsch, D. L., & Davis, S. B. (2016). Quality Management for Organizational Excellence: Introduction to Total Quality. London: Pearson.
• Gotzamani, K., Tsiotras, G., Nicolaou, M., Nicolaides, A., & Hadjiadamou, V. (2007). The contribution to excellence of ISO 9001: the case of certified organisations in Cyprus. The TQM Magazine, 19(5), 388-402. https://doi.org/10.1108/09544780710817838
• Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60(2), 159-170. https://doi.org/10.1037/h0076546
• Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis (8. b.). England: Pearson Prentice.
• Heras, I., Marimon, F., & Casadesús, M. (2011). Impact of quality improvement tools on the performance of firms using different quality management systems. Innovar, 21(42), 161-173.
• Hoyle, D. (2017). ISO 9000 Quality Systems Handbook-Updated for the ISO 9001: 2015 Standard: Increasing the Quality of an Organization’s Outputs. UK: Routledge.
• Ismyrlis, V., & Moschidis, O. (2015). The effects of ISO 9001 certification on the performance of Greek companies: A multidimensional statistical analysis. The TQM Journal, 27(1), 150-162. https://doi.org/10.1108/TQM-07-2013-0091
• ISO. (2015). ISO 9001:2015 Quality management systems – Requirements. International Organization for Standardization (ISO).
• Jang, W., & Lin, C. (2008). An integrated framework for ISO 9000 motivation, depth of ISO implementation and firm performance: The case of Taiwan. Journal of Manufacturing Technology Management, 19(2), 194-216. https://doi.org/10.1108/17410380810847918
• Kafetzopoulos, D. P., & Gotzamani, K. D. (2014). Critical factors, food quality management and organizational performance. Food Control, 40, 1-11. https://doi.org/10.1016/j.foodcont.2013.11.029
• Kafetzopoulos, D., Gotzamani, K., & Psomas, E. (2013). Quality systems and competitive performance of food companies. Benchmarking: An International Journal, 20(4), 463-483. https://doi.org/10.1108/BIJ-08-2011-0065
• Kaiser, H. F. (1974). An index of factorial simplicity. Psychometrika, 39(1), 31–36. https://doi.org/10.1007/BF02291575
• Kandampully, J., Zhang, T., & Jaakkola, E. (2018). ustomer experience management in hospitality: A literature synthesis, new understanding and research agenda. International Journal of Contemporary Hospitality Management, 30(1), 21-56. https://doi.org/10.1108/IJCHM-10-2015-0549
• Karasar, N. (2020). Bilimsel Araştırma Yöntemi : Kavramlar, İlkeler, Teknikler. Ankara: Nobel Akademik Yayıncılık.
• Karatepe, O. M., & Karadas, G. (2015). Do psychological capital and work engagement foster frontline employees' satisfaction? A study in the hotel industry. International Journal of Contemporary Hospitality Management, 27(6), 1254-1278. https://doi.org/10.1108/ijchm-01-2014-0028
• Kaynak, H. (2003). The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, 21(4), 405-435. https://doi.org/10.1016/S0272-6963(03)00004-4
• Ko, W. H. (2012). The relationships among professional competence, job satisfaction and career development confidence for chefs in Taiwan. International Journal of Hospitality Management, 31(3), 1004-1011. https://doi.org/10.1016/j.ijhm.2011.12.004
• Koopmans, L., Bernaards, C. M., Hildebrandt, V. H., de Vet, H. C., & van der Beek, A. J. (2014). Construct validity of the individual work performance questionnaire. Journal of Occupational and Environmental Medicine, 331-337. https://doi.org/10.1097/JOM.0000000000000113
• Kunnanatt, J. T. (2007). Impact of ISO 9000 on organizational climate: Strategic change management experience of an Indian organization. International Journal of Manpower, 28(2), 175-192. https://doi.org/10.1108/01437720710747983
• Mak, B. (2011). ISO certification in the tour operator sector. International Journal of Contemporary Hospitality Management, 23(1), 115-130. https://doi.org/10.1108/09596111111101706
• Marimon, F., Melão, N., & Bastida, R. (2019). Motivations and benefits of quality management systems in social services: mediation of the implementation process. Total Quality Management & Business Excellence, 32(7-8), 693-718. https://doi.org/10.1080/14783363.2019.1626707
• Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of organizational commitment. Human Resource Management Review, 1(1), 61-89. https://doi.org/10.1016/1053-4822(91)90011-Z
• Milovanović, V., Paunović, M., & Casadesús, M. (2023). Measuring the impact of ISO 9001 on employee and customer related company performance. Quality Innovation Prosperity, 27(1), 79-102. https://doi.org/10.12776/QIP.V27I1.1808
• Mowday, R. T., Steers, R. M., & Porter, L. W. (1979). The measurement of organizational commitment. Journal of Vocational Behavior, 14(2), 224–247. https://doi.org/0.1016/0001-8791(79)90072-1
• Nair, A. (2006). Meta-analysis of the relationship between quality management practices and firm performance—implications for quality management theory development. Journal of Operations Management, 24(6), 948-975. https://doi.org/10.1016/j.jom.2005.11.005
• Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory. New York: McGraw-Hill.
• Ottenbacher, M., & Harrington, R. J. (2007). The innovation development process of Michelin‐starred chefs. International Journal of Contemporary Hospitality Management, 19(6), 444-460. https://doi.org/10.1108/09596110710775110
• Prajogo, D. (2011). The roles of firms' motives in affecting the outcomes of ISO 9000 adoption. International Journal of Operations & Production Management, 31(1), 78-100. https://doi.org/10.1108/01443571111098753
• Pratten, J. D. (2003). The training and retention of chefs. International Journal of Contemporary Hospitality Management, 15(4), 237-242. https://doi.org/DOI:10.1108/09596110310475702
• Prentice, C., Dominique Lopes, S., & Wang, X. (2019). Emotional intelligence or artificial intelligence– an employee perspective. Journal of Hospitality Marketing & Management, 29(4), 377–403. https://doi.org/10.1080/19368623.2019.1647124
• Psomas, E. L. (2013). The effectiveness of the ISO 9001 quality management system in service companies. Total Quality Management & Business Excellence, 24(7), 769–781. https://doi.org/10.1080/14783363.2013.791099
• Psomas, E., & Antony, J. (2014). The effectiveness of the ISO 9001 quality management system and its influential critical factors in Greek manufacturing companies. International Journal of Production Research, 53(7), 2089-2099. https://doi.org/10.1080/00207543.2014.965353
• Psomas, E., & Fotopoulos, C. (2010). Total quality management practices and results in food companies. International Journal of Productivity and Performance Management, 59(7), 668-687. https://doi.org/10.1108/17410401011075657
• Psomas, E., & Jaca, C. (2016). The impact of total quality management on service company performance: Evidence from Spain. International Journal of Quality & Reliability Management, 33(3), 380-398. https://doi.org/10.1108/IJQRM-07-2014-0090
• Psomas, E., Pantouvakis, A., & Kafetzopoulos, D. (2013). The impact of ISO 9001 effectiveness on the performance of service companies. Managing Service Quality: An International Journal, 23(2), 149-164. https://doi.org/0.1108/09604521311303426
• Rauch, D. A., Collins, M. D., Nale, R. D., & Barr, P. B. (2015). Measuring service quality in mid-scale hotels. International Journal of Contemporary Hospitality Management, 27, 87-106. https://doi.org/10.1108/IJCHM-06-2013-0254
• Robinson, R. N., & Beesley, L. G. (2010). Linkages between creativity and intention to quit: An occupational study of chefs. Tourism Management, 31(6), 765-776. https://doi.org/10.1016/j.tourman.2009.08.003
• Rodríguez-López, M. E., Alcántara-Pilar, J. M., Del Barrio-García, S., & Muñoz-Leiva, F. (2020). A review of restaurant research in the last two decades: A bibliometric analysis. International Journal of Hospitality Management, 87, 102387. https://doi.org/10.1016/j.ijhm.2019.102387
• Sadikoglu, E., & Olcay, H. (2014). The effects of total quality management practices on performance and the reasons of and the barriers to TQM practices in Turkey. Advances in Decision Sciences, 2014, 1-17. https://doi.org/10.1155/2014/537605
• Sonnentag, S., Volmer, J., & Spychala, A. (2008). Job Performance. C. Copper, & J. Barling içinde, Sage Handbook of Organizational Behavior (s. 427–447). London: Sage Publications.
• Tabachnick, B. G., & Fidell, L. S. (2021). Using Multivariate Statistics (7. b.). New York: Pearson.
• Talib, F., & Rahman, Z. (2015). Identification and prioritization of barriers to total quality management implementation in service industry : An analytic hierarchy process approach. The TQM Journal, 27(5), 591-615. https://doi.org/10.1108/TQM-11-2013-0122
• Tarí, J. J., Claver-Cortés, E., Pereira-Moliner, J., & Molina-Azorín, J. F. (2014). Quality Management and Performance in the Hotel Industry: A Literature Review. M. Peris-Ortiz, & J. Álvarez-García içinde, Action-Based Quality Management (s. 1-12). Springer. https://doi.org/10.1007/978-3-319-06453-6_1
• Tarí, J. J., Pereira-Moliner, J., Pertusa-Ortega, E. M., López-Gamero, M. D., & Molina-Azorín, J. F. (2015). Does quality management improve performance or vice versa? Evidence from the hotel industry. Service Business, 11(1), 23-43. https://doi.org/10.1007/s11628-015-0298-6
• Terziovski, M., & Power, D. (2007). Increasing ISO 9000 certification benefits: A continuous improvement approach. International Journal of Quality & Reliability Management, 24(2), 141-163. https://doi.org/10.1108/02656710710722266
• Tricker, R. (2017). ISO 9001:2015 for Small Businesses. London: Routledge.
• Viswesvaran, C., & Ones, D. S. (2000). Perspectives on models of job performance. International Journal of Selection and Assessment, 8(4), 216-226. https://doi.org/10.1111/1468-2389.00151
• Wang, Y., Hsiao, S., Yang, Z., & Hajli, N. (2016). The impact of sellers' social influence on the co-creation of innovation with customers and brand awareness in online communities. Industrial Marketing Management, 54, 56-70. https://doi.org/10.1016/j.indmarman.2015.12.008
• Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of Management, 17(3), 601–617. https://doi.org/10.1177/014920639101700305
• Yamane, T. (2010). Temel Örnekleme Yöntemleri. (A. Esin, C. Aydın, M. A. Bakır, & E. Gürbüzsel, Çev.) İstanbul: Literatür Yayıncılık.
• Zopiatis, A. (2010). Is it art or science? Chef's competencies for success. International Journal of Hospitality Management, 29(3), 459-467. https://doi.org/10.1016/j.ijhm.2009.12.003
• Zu, X., Fredendall, L. D., & Douglas, T. J. (2008). The evolving theory of quality management: The role of Six Sigma. Journal of Operations Managemen, 26(5), 630-650. https://doi.org/10.1016/j.jom.2008.02.001