QUALITY AND COMPETITIVENESS OF TOURISM SERVICES – KEY ELEMENTS OF QUALITY MANAGEMENT
Cristina LACHI, Lecturer, PhD student
Moldova State University
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Universal Decimal Classification: 658.56:338.46:338.48
JEL Classification: L83, M31, O14, Q56
Abstract
The quality of tourism services is a critical factor for enhancing destination competitiveness, particularly significant for emerging markets such as the Republic of Moldova. This study examines the relationship between tourism service quality and destination competitiveness, addressing key aspects including tourist satisfaction, service innovation, and brand image development. The research methodology is qualitative, grounded in a documentary and contextual analysis of available data regarding Moldovan tourism and relevant academic literature. The findings highlight the importance of adopting international quality standards and principles of Total Quality Management (TQM) for the continuous improvement of services provided to tourists.
The research emphasizes its originality by highlighting a virtuous cycle connecting perceived quality, customer satisfaction, and customer loyalty, which are crucial elements for strengthening a positive brand image and long-term competitiveness of Moldova as a tourist destination. Thus, the paper offers an integrated perspective on strategically leveraging quality management for the sustainable development of tourism in Moldova.
Keywords: tourism services quality, tourist satisfaction, Total Quality Management (TQM), ISO 9001, service innovation, sustainable tourism development
