Application of quality standards of products and services at the restaurant 'Marashi' in Prizren, Kosovo
Author | Hysni Ahmeti |
Position | Faculty of Tourism and Hospitality 'Shën Klimenti i Ohrit' -Ohrid, Macedonia |
Pages | 161-171 |
European Journal of Economics, Law and Social Sciences
IIPCCL Publishing, Graz-Austria
Vol. 2 No. 1
January, 2018
ISSN 2519-1284
Acces online at www.iipccl.org
161
Application of quality standards of products and services at the restaurant
“Marashi” in Prizren, Kosovo
PhD (C.) Hysni Ahmeti
Faculty of Tourism and Hospitality “ Shën Klimenti i Ohrit” -Ohrid, Macedonia
Abstract
Quality is economically expressed through prot which is the highest objective of any
organization Hereupon the existence and lack of quality do not directly aect prots
The quality of products and work processes as well as the continuous improvement of
workpractice isa permanentand strategic goalof anorganization Therequirements and
customer satisfaction, as well as other stakeholders (owners, employees, suppliers), should be
systematically managed in all work processes.
Althoughthe focusof scientists ison dierentaspects ofproduct andservice qualitythey
agreethataentionshouldbeplacedonthelevelofsatisfactionthatallconsumersreceiveasa
resultofthequalityofserviceprovidedandsatisfactionwiththeservicesaeruse
Themost commondenition ofthe qualityof servicesin restaurantsis theview thatthere
exists a connection between customer expectations and performance views with which the
customerexperiencesthequalityofserviceasamultidimensionalconcept
Theaimof thispaperistoresearch theimplementationofthe qualitystandardsofproducts
andservices oeredby therestaurantsin Prizrenand inparticularthe ISO standards
interms ofthe internalandexternal environmentof thecompanytounderstand beerthe
importanceofthequalityofoveralloperationofthespecichotelcompanieswithparticular
emphasis on the restaurant “Marashi” in Prizren.
Keywords: Qualityservicerestaurantstandardshoteliery
Introduction
Thenotion ofquality isa multidisciplinarycategory thatcannotbe expressedin a
singledenitionbut recentlythemostaccepted denitionisthatqualitydenesas
the sum of all the properties and characteristics of a product or service relating to
their ability to meet the expressed or indirect needs of users (Juran, 2002).
Qualitycanbeunderstoodindierentwaysbecauseonemeanscustomersatisfaction
others understand this as harmonization of the terms of contracts and agreements,
while for third parties it can be described as compliance with the relevant standards.
Moreaention should bepaid to thequality plan wherethe denition ofquality
objectivesispresentedasarststepandaccordingtoISOstandardstheobjective
ofthequalityisdenedassomethingthatisrequiredoraemptstobequality
The quality of tourism and hotel products and services diers from that of other
economicactivitiesThequalityserviceinthehotelsectormeanssatisfyingtheneeds
and demands of guests. In the modern circumstances of tourism or hotel activities,
every maerin our case food special aention should be paid to the quality of
thefoodstus because thereis alsothe keyto success andthe constantaitude to
competition in strong tourist markets of tourism.
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