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Abstract
In this research work, we examine the direct
and indirect effects of quality management
practices on key results and we identify the
relationship between quality practices. To achieve
the proposed objective, a structural model was
used, taking into account the previous review
of the literature, in order to identify the quality
practices and causal relationships with the key
results. The theoretical model and hypotheses are
tested using data collected from a sample of 186
tourist accommodation companies certified with
the “Q for Tourist Quality” standard in Spain,
from a questionnaire based on quality practices
identified in the literature and on the EFQM
Model, taking some of the most relevant scales as
a reference. The methodology used consists of the
application of an Exploratory and Confirmatory
Factorial Analysis to validate the scales (reliability,
one-dimensionality and validity) and define
the number of items of each of the measuring
instruments of the constructs proposed, to then
estimate the causal model proposed, proceeding
to test the hypotheses formulated by using the
Structural Equation Model (SEM) technique. The
results achieved support the relationship between
quality practices and the direct and positive impact
of two of the practices, processes management and
quality policy/planning, on the key results. It was
also observed that the quality practices that most
influence key results are quality policy/planning
along with leadership, when considering the total
effects (direct and indirect).
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