Balnearios españoles, beneficios percibidos de certificarse en la "Q de Calidad Turística" análisis empírico

Abstract

This paper presents the results of the  empirical study conducted in 29 of the 33  Health Resorts nationally certified with the  mark “Q for Quality Tourist”, presented in  order to analyze the impact / perceived  benefits derived from the implementation  and subsequent certification of the “Q for  Quality Tourist” based on the UNE  186001:2009 (Health Resorts), Quality  Management System is unique in the world. Once a comprehensive theoretical review,  the methodology used is a descriptive  analysis of the benefits perceived by Health  Resorts as well as an analysis T-Student and  ANOVA in order to determine whether  there  are differences in the perceived  benefits depending on certain variables that define the characteristics of Health Resorts, conducting a factor analysis to determine the structure of benefits and finally resorts to group by cluster analysis in order to establish the profile of these groups.The results indicate that the main perceived benefits of improved customer satisfaction, a clear definition of processes and responsibilities within the organization, quality services followed by a better understanding of customer expectations. It also contrasted the benefits fall into two groups: internal and external benefits. Notably, health resorts both considered equally important benefits. 

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