Application of quality standards of products and services at the restaurant 'Marashi' in Prizren, Kosovo

• Date: 01 January 2018

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 prot which is the highest objective of any

organization Hereupon the existence and lack of quality do not directly aect prots

The quality of products and work processes as well as the continuous improvement of

workpractice isa permanentand strategic goalof anorganization Therequirements and

customer satisfaction, as well as other stakeholders (owners, employees, suppliers), should be

systematically managed in all work processes.

Althoughthe focusof scientists ison dierentaspects ofproduct andservice qualitythey

agreethataentionshouldbeplacedonthelevelofsatisfactionthatallconsumersreceiveasa

resultofthequalityofserviceprovidedandsatisfactionwiththeservicesaeruse

Themost commondenition ofthe qualityof servicesin restaurantsis theview thatthere

exists a connection between customer expectations and performance views with which the

customerexperiencesthequalityofserviceasamultidimensionalconcept

Theaimof thispaperistoresearch theimplementationofthe qualitystandardsofproducts

andservices oeredby therestaurantsin Prizrenand inparticularthe ISO standards

interms ofthe internalandexternal environmentof thecompanytounderstand beerthe

importanceofthequalityofoveralloperationofthespecichotelcompanieswithparticular

emphasis on the restaurant “Marashi” in Prizren.

Keywords: Qualityservicerestaurantstandardshoteliery

Introduction

Thenotion ofquality isa multidisciplinarycategory thatcannotbe expressedin a

singledenitionbut recentlythemostaccepted denitionisthatqualitydenesas

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).

Qualitycanbeunderstoodindierentwaysbecauseonemeanscustomersatisfaction

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.

Moreaention should bepaid to thequality plan wherethe denition ofquality

objectivesispresentedasarststepandaccordingtoISOstandardstheobjective

ofthequalityisdenedassomethingthatisrequiredoraemptstobequality

The quality of tourism and hotel products and services diers from that of other

economicactivitiesThequalityserviceinthehotelsectormeanssatisfyingtheneeds

and demands of guests. In the modern circumstances of tourism or hotel activities,

every maerin our case food special aention should be paid to the quality of

thefoodstus because thereis alsothe keyto success andthe constantaitude to

competition in strong tourist markets of tourism.