engleski

Guidelines for quality management in tourism: the case of Zagreb County

In tourism, quality essentially emphasizes care, innovation and excellence, and implies the ability to meet the needs of consumers (tourists) at the highest level. The quality of tourism services can be considered the result of a process that meets all the needs, requirements or legitimate expectations of consumers (tourists) in terms of products and services, at an affordable price and under mutually agreed contractual conditions. Integrated quality management aims to encourage the development and implementation of a sustainable and responsible approach to quality-oriented tourism. The main aim of this paper was to research the opinions and activities of tourism stakeholders on the example of Zagreb County and provide relevant insight for quality management in tourism with the aim of encouraging tourism competitiveness in the Zagreb County and Croatia as a whole. The results have revealed that torism is seen as the priority sector in Zagreb County and that natural environment has the greatest potential to attract tourists. Planned financing sources mostly come from the European Union funds.

quality management, Croatia, competitiveness

nije evidentirano