IMPLEMENTATION OF A QUALITY MANAGEMENT SYSTEM IN A TRAVEL AGENCY

The present research refers to the major problems existing in the Romanian tourism, namely, "manufacturing" and commercialization of certain products non-compliant with the user’s requirements in terms of quality. In tourism and hospitality industry, quality can be judged on the extent to which the service received meets the customer’s expectations. So, the quality is important for both customers and managers of various travel agencies, as it can contribute to making better products at lower costs. Based on theoretical approaches on quality management of tourist services, this paper aims to analyze the activity of the largest travel agency in Romania - Happy Tour and assess the possibilities of implementing a high-performance quality management system in order to represent a model for other tour operators. In this respect, the quality system may identify how the user appreciates the quality of certain travel services, aiming to reduce the significant differences between the characteristics of services, preferences and expectations of the customer.