Діджиталізація в управлінні якістю туристичних послуг

Svitlana Melnychenko

doi:10.58423/2786-6742/2025-8-151-163

Authors

Svitlana Melnychenko National University of Life and Environmental Sciences of Ukraine https://orcid.org/0000-0002-5162-6324

DOI:

https://doi.org/10.58423/2786-6742/2025-8-151-163

Keywords:

digitalization, instrumentation, information technology, quality policy, TQM principles, tourism services, quality management, quality

Abstract

Сompetition in the market requires the use of the latest digital technologies, which ensure, among other things, the quality of tourist services. The specificity of the tourism industry lies in the coordinated work of various business entities involved in the formation, promotion and sale of a tourist product. The quality of tourist services depends on the degree of digitalization of enterprises producing basic services (accommodation facilities, catering enterprises, transport and insurance enterprises), enterprises providing additional services (medical, household, health, trade and other establishments), intermediary enterprises providing specialized services (tour operators, travel agencies, etc.). The aim of the study was to reveal the essence of the quality of tourist services, to observe the basic principles of TQM (total quality management) when providing them, to substantiate at the conceptual level the use of digitalization tools in ensuring the quality of services of tourism entities, as one of the directions of increasing the efficiency of the enterprise and ensuring its competitive advantages in the domestic and international markets. The use of analysis and synthesis methods made it possible to estimate the costs of implementing digitalization, including e-tourism, to identify the basic principles of TQM in the provision of tourist services. The hypothesis was confirmed that one of the drivers of ensuring the quality of tourist services is the use of modern digital technologies and the joint work of business entities involved in this process. The process of implementing the principles of quality management of tourist services using the latest digitalization tools and their main advantages is disclosed. The practical application of the latest digitalization tools by tourism entities is described in order to comply with the system of interacting and complementary requirements that form the quality of tourist services, namely: policies and goals in the field of quality; organization of quality work; analysis by management of the functioning of the quality system; documentation of the quality system; interaction with the consumer of tourist services; development and maintenance of documentation; process management; control and assessment of the quality of tourist services; analysis of the compliance of the quality of tourist services with consumer requirements; implementation of corrective actions; training of personnel.

Author Biography

Svitlana Melnychenko, National University of Life and Environmental Sciences of Ukraine

Doctor of Science in Economics, Professor

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