السياحي

التحدي الأكبر لقطاع السياحة

جودة الخدمات السياحية

 

الدكتور عبد القادر هدير

سنتحدث عن جانب مهم جدا فيما يتعلق بصناعة السياحة، ألا وهو الخدمة التي تعد محور العملية السياحية وإتقانها يؤدي إلى نجاح الإستراتيجية التسويقية للمنتج السياحي بشكل أكيد، لان السياحة تتأثر بشكل كبير بما يسمى بالكلمة المنطوقة.
أولا: مفهوم إدارة جودة الخدمات السياحية: يستخدم مصطلح الجودة من طرف المؤسسة المقدمة للخدمة السياحية من خلال الحملات الإشهارية و الترويجية الموجهة للزبائن، و هذا نظرا لأهمية الجودة في الخدمة السياحية المقدمة، و الجودة تتفاعل و تتداخل في ثلاثة مستويات رئيسية متمثلة في العاملون، الموجودات (الأصول) و الزبائن، ويعرفها المعهد البريطاني للمعايير على أنها: الصفات و المميزات المتكاملة لمنتج ما، أو لخدمة معينة، التي يكون لها القدرة على إشباع الرغبات و الحاجات الظاهرة والضمنية.
ثانيا: إدارة الجودة الشاملة للخدمة السياحية: يعتبر اليابانيون أول من أطلق مصطلح الرقابة الشاملة على الجودة عام 1950 (Total Quality Contrôl)، أي أن الوصف الملائم للجودة هو الرقابة الشاملة من قبل الشركة على الجودة، وهناك عشر محددات لجودة الخدمة و التي تطبق على دقة الخدمات وهي:
– الإعتمادية (Reliability): من خلال التبيان في كفاءة الأداء و الإستقلالية، و عدم وجود أخطاء أو تأخير في تنفيذ الخدمة.
– الإستجابة (Responsiveness): السرعة في التقيد و معالجة الأخطاء.
– الجدارة (Compétence): المهارة في كيفية الإتصال مع الأفراد.
– مدى الوصول و الحصول على الخدمة (Access): توفير الخدمة في المكان و الزمان المناسب.
– المجاملة و الملاطفة (Conrtesy): من أجل راحة الزبون و حثه على تكرار الخدمة.
– الإتصال: تبليغ الزبائن و الإستماع إليهم.
– المصداقية (Credibility): الأمانة و الصدق و الثقة.
– الأمان (Security): توفير الأمان للزبون و لممتلكاته.
– العلاقة الحميمية (Rapport): إستيعاب و إدراك الحاجات الفردية للمستهلك.
– المظهر الخارجي (Apperance): المستلزمات المادية و التجهيز و التسهيلات.

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هناك العديد من النماذج التي طرحت حول رقابة الجودة و من بين أهم النماذج نجد: نموذج (King)، الذي يعتبر مناسب للخدمات السياحية، و يسمى أيضا بنموذج التصنيع لرقابة الجودة و يحتوي على ثلاثة (03) إستراتيجيات أساسية:
– تصميم مستوى الجودة: و ذلك من خلال معرفة ما يحتاجه المستهلك من متطلبات من خلال تحديد المميزات المرغوبة من طرف هذا المستهلك.
– وضع مقاييس للمنتج: تصميم المنتج وفق خطة الإنتاج المعمول بها و الشريحة و السوق المستهدفة.
– فحص التماثل (Check Conformance): من خلال التفقد الميداني و التدقيق في جودة الخدمات المقدمة للزبون و تسيير الشكاوي و معالجتها، و فحص كفاءة الأيدي العاملة.
ثالثا: تدقيق الجودة (Quality Audit): تعرف على أنها تقييم مستقل لنوعية الخدمة لتحديد ملائمتها للإستخدام و المطابقة لمعايير محددة، لأن لاملموسية الخدمة تجعل من الصعب التدقيق في جودة الخدمة، و الطريقة الشائعة المستخدمة هي تحليل بارتيو (Parteto Analysis)، و هو أن تضع كل مشكلة محتملة الوقوع على القائمة و من ثم الترتيب حسب الأهمية، و التقنية الثانية هي لـ “Loyckoff” (Fishbone Analysis) و الذي يساعد على التعرف على السبب و التأثير الذي يتبين حالة الزبون أو تقسيماته كمرجع أساسي.

Algerie_Sahara_0086
إن تقديم الجودة الشاملة يركز على الزبون و مدى مساهمته داخل أو خارج المؤسسة و إدارة الجودة الشاملة تركز على عملية إشباع أو إرضاء حاجات الزبون (إرضاء الزبون) و تؤكد على العاملين و مقدمي الخدمة السياحية و دورهم من خلال تنمية المهارات (Skills) و تشجيع الإبداع (Creativity) و الذي أساسه التدريب الجيد من أجل تأدية المهام بكفاءة (Efficiency).
إن لاملموسية الخدمة تجعل من الصعب التدقيق في جودتها، و الطريقة الشائعة الإستعمال في تدقيق جودة الخدمة، هي طريقة تحليل بارتيتو (Parteto Analusis)، و تعتمد على وضع كل مشكلة محتملة الوقوع على القائمة و من ثم ترتب حسب الأهمية و هناك طرق أخرى كطريقة (Loyckoff) والتي تعتمد على طريقتان هما:
– ملاحظة تجارب الضيوف للخدمة.

– المشاركة كضيف في التجربة.amirو معتمد

ين علينا، بل نحت المعتمدين عليهم.
– العملاء لا يزعجونا في عملنا فهم الغرض منه.
– للعملاء فضل علينا عند إتصالهم الهاتفي بنا، و نحن لا فضل لنا عليهم عندما نقدم لهم الخدمة.
– يكون العملاء جزء من أعمالنا و ليسو خارجين عن أعمالنا.
– العملاء ليسو مثلنا مع نفس المشاعر و العواطف.
– يأتي العملاء إلينا برغباتهم و عملنا هو تلبية هذه الرغبات.
– يستحق العملاء أقصى يقظة و إحترام في الخدمة التي يمكننا تقديمها لهم.
– العملاء هم قوام الحياة للأعمال كلّها.

218 تعليق

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  154. With three points to beat John wall, the day before yesterday the wizards will competition into the tiebreak wars, 8:00 tomorrow the wizards will be tie-break at Celtic and rival.
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  155. Layup is a very basic basketball skills maybe everyone layup but there is a way of layup is not everyone that is wrong step layup.
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  156. Carey – Owen about injury of varese, said it happened out how knight players want to play games.”I was about to enter a 5 on 5 game, but after three seconds, varese is injured
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  157. NBA players in addition to playing badly, and also an art cells, for two consecutive years in the NBA finals two teams join forces with the warriors and knight, but only two dancers, two teams played neck and neck, dancing is close, take a look at
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  158. Layup is a very basic basketball skills maybe everyone layup but there is a way of layup is not everyone that is wrong step layup.
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  159. “I don’t think eastern conference finals will be a long war, knight’s strength is too strong. The celtics nobody with lebron, they even Owen this level of star all have no, they are really no one can stop the knight.
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  160. Recently, the Fansided to knight main rotation player in the first two rounds of the playoffs, the performance of the Owen only C +, love there is only a B.
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  161. Draft of the same year on the bottom rookie will be what?In general the draft should be able to blow the other party, who would have thought them took Owen on the 60th pick small Thomas in the same year, he turned out to be in the position of the challenger?
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  162. NBA players in addition to playing badly, and also an art cells, for two consecutive years in the NBA finals two teams join forces with the warriors and knight, but only two dancers, two teams played neck and neck, dancing is close, take a look at
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  163. According to The Fear of The Sword, The knight’s point guard deron Williams is a fan of MMA (mixed), compared to The basketball game, deron prefer to watch The ultimate fighting championship.Deron Williams recently said in an interview, he retired from the NBA
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  164. NBA players in addition to playing badly, and also an art cells, for two consecutive years in the NBA finals two teams join forces with the warriors and knight, but only two dancers, two teams played neck and neck, dancing is close, take a look at
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  165. Obviously, the right to occupy a team-high 21.6 shots of Michael Owen, but failed to hit as James scores, this let a person feel, Owen has become a “cancer” of the knight.But many fans also feel,
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  166. Recently, the Fansided to knight main rotation player in the first two rounds of the playoffs, the performance of the Owen only C +, love there is only a B.
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  167. The noises and stressful the playoffs.”We are eager to match.”Owen said.Knight should first game will be on Thursday in east, and before them
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  168. Recently, the Fansided to knight main rotation player in the first two rounds of the playoffs, the performance of the Owen only C +, love there is only a B.
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  169. According to The Fear of The Sword, The knight’s point guard deron Williams is a fan of MMA (mixed), compared to The basketball game, deron prefer to watch The ultimate fighting championship.Deron Williams recently said in an interview, he retired from the NBA
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  170. Yesterday, the wall on the right side 45 live a miserable life in the three points must win.The shooting location is Owen puts up the location of the many times.Today was asked Owen saw wall dead there is what feeling
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  171. The NBA playoffs now for today, have determined the warriors in the western conference and will compete for a spot in the finals quota, knight still don’t know who his opponent was.However, even in the face of the celtics or the wizards, presumably knight will be
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  172. Draft of the same year on the bottom rookie will be what?In general the draft should be able to blow the other party, who would have thought them took Owen on the 60th pick small Thomas in the same year, he turned out to be in the position of the challenger?
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  173. Layup is a very basic basketball skills maybe everyone layup but there is a way of layup is not everyone that is wrong step layup.
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  174. Knight finally written pledge to fulfill a military order!Owen Jefferson suspected the contradiction, huang zhan anger: don’t win playoff team and the team retired showdown between the more and more intense, will the rockets in just eliminated the spurs tomorrow will come and warriors in the first fight
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  175. “I don’t think eastern conference finals will be a long war, knight’s strength is too strong. The celtics nobody with lebron, they even Owen this level of star all have no, they are really no one can stop the knight.
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  176. The NBA playoffs now for today, have determined the warriors in the western conference and will compete for a spot in the finals quota, knight still don’t know who his opponent was.However, even in the face of the celtics or the wizards, presumably knight will be
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  177. Knight finally written pledge to fulfill a military order!Owen Jefferson suspected the contradiction, huang zhan anger: don’t win playoff team and the team retired showdown between the more and more intense, will the rockets in just eliminated the spurs tomorrow will come and warriors in the first fight
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  178. NBA players in addition to playing badly, and also an art cells, for two consecutive years in the NBA finals two teams join forces with the warriors and knight, but only two dancers, two teams played neck and neck, dancing is close, take a look at
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  179. For Jordan and gregg popovich comments James never hit back, but just yesterday in the knight’s basketball stadium set aside a James training video, far look like illusions emerged both Owen, a carefully look just know is James
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  180. Because Michael Owen at the side of huang zhan, so his nickname called small report.The earliest Owen left the impression of the world, is probably the flashy passing movements and dazzling breakthroughs, remember in the rookie challenge, he drew down two slipped past knight
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  181. Draft of the same year on the bottom rookie will be what?In general the draft should be able to blow the other party, who would have thought them took Owen on the 60th pick small Thomas in the same year, he turned out to be in the position of the challenger?
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  182. Recently, the Fansided to knight main rotation player in the first two rounds of the playoffs, the performance of the Owen only C +, love there is only a B.
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  183. The NBA playoffs now for today, have determined the warriors in the western conference and will compete for a spot in the finals quota, knight still don’t know who his opponent was.However, even in the face of the celtics or the wizards, presumably knight will be
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  184. For Jordan and gregg popovich comments James never hit back, but just yesterday in the knight’s basketball stadium set aside a James training video, far look like illusions emerged both Owen, a carefully look just know is James
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  185. According to The Fear of The Sword, The knight’s point guard deron Williams is a fan of MMA (mixed), compared to The basketball game, deron prefer to watch The ultimate fighting championship.Deron Williams recently said in an interview, he retired from the NBA
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  186. The NBA playoffs now for today, have determined the warriors in the western conference and will compete for a spot in the finals quota, knight still don’t know who his opponent was.However, even in the face of the celtics or the wizards, presumably knight will be
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  187. NBA players in addition to playing badly, and also an art cells, for two consecutive years in the NBA finals two teams join forces with the warriors and knight, but only two dancers, two teams played neck and neck, dancing is close, take a look at
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  188. The noises and stressful the playoffs.”We are eager to match.”Owen said.Knight should first game will be on Thursday in east, and before them
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  189. Knight finally written pledge to fulfill a military order!Owen Jefferson suspected the contradiction, huang zhan anger: don’t win playoff team and the team retired showdown between the more and more intense, will the rockets in just eliminated the spurs tomorrow will come and warriors in the first fight
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  190. Obviously, the right to occupy a team-high 21.6 shots of Michael Owen, but failed to hit as James scores, this let a person feel, Owen has become a “cancer” of the knight.But many fans also feel,
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  191. The NBA playoffs now for today, have determined the warriors in the western conference and will compete for a spot in the finals quota, knight still don’t know who his opponent was.However, even in the face of the celtics or the wizards, presumably knight will be
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  192. Recently, the Fansided to knight main rotation player in the first two rounds of the playoffs, the performance of the Owen only C +, love there is only a B.
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  193. The noises and stressful the playoffs.”We are eager to match.”Owen said.Knight should first game will be on Thursday in east, and before them
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  194. NBA players in addition to playing badly, and also an art cells, for two consecutive years in the NBA finals two teams join forces with the warriors and knight, but only two dancers, two teams played neck and neck, dancing is close, take a look at
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  195. With three points to beat John wall, the day before yesterday the wizards will competition into the tiebreak wars, 8:00 tomorrow the wizards will be tie-break at Celtic and rival.
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  196. Owen said: “Cleveland need game.”Indeed, they rested for too long.In green, and the wizards to after the tiebreak, the beginning of the knight’s eastern conference finals first time has pushed the next Wednesday.
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  197. For Jordan and gregg popovich comments James never hit back, but just yesterday in the knight’s basketball stadium set aside a James training video, far look like illusions emerged both Owen, a carefully look just know is James
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  198. NBA players in addition to playing badly, and also an art cells, for two consecutive years in the NBA finals two teams join forces with the warriors and knight, but only two dancers, two teams played neck and neck, dancing is close, take a look at
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  199. Yesterday, the wall on the right side 45 live a miserable life in the three points must win.The shooting location is Owen puts up the location of the many times.Today was asked Owen saw wall dead there is what feeling
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  200. According to The Fear of The Sword, The knight’s point guard deron Williams is a fan of MMA (mixed), compared to The basketball game, deron prefer to watch The ultimate fighting championship.Deron Williams recently said in an interview, he retired from the NBA
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  201. The noises and stressful the playoffs.”We are eager to match.”Owen said.Knight should first game will be on Thursday in east, and before them
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  202. Obviously, the right to occupy a team-high 21.6 shots of Michael Owen, but failed to hit as James scores, this let a person feel, Owen has become a “cancer” of the knight.But many fans also feel,
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  203. “I don’t think eastern conference finals will be a long war, knight’s strength is too strong. The celtics nobody with lebron, they even Owen this level of star all have no, they are really no one can stop the knight.
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  204. With three points to beat John wall, the day before yesterday the wizards will competition into the tiebreak wars, 8:00 tomorrow the wizards will be tie-break at Celtic and rival.
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  205. With three points to beat John wall, the day before yesterday the wizards will competition into the tiebreak wars, 8:00 tomorrow the wizards will be tie-break at Celtic and rival.
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  206. NBA players in addition to playing badly, and also an art cells, for two consecutive years in the NBA finals two teams join forces with the warriors and knight, but only two dancers, two teams played neck and neck, dancing is close, take a look at
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  207. The NBA playoffs now for today, have determined the warriors in the western conference and will compete for a spot in the finals quota, knight still don’t know who his opponent was.However, even in the face of the celtics or the wizards, presumably knight will be
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  208. Draft of the same year on the bottom rookie will be what?In general the draft should be able to blow the other party, who would have thought them took Owen on the 60th pick small Thomas in the same year, he turned out to be in the position of the challenger?
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  209. “I don’t think eastern conference finals will be a long war, knight’s strength is too strong. The celtics nobody with lebron, they even Owen this level of star all have no, they are really no one can stop the knight.
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  210. Yesterday, the wall on the right side 45 live a miserable life in the three points must win.The shooting location is Owen puts up the location of the many times.Today was asked Owen saw wall dead there is what feeling
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  211. Layup is a very basic basketball skills maybe everyone layup but there is a way of layup is not everyone that is wrong step layup.
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