The influence of quality management standards on customer satisfaction in hotels

Many consumers consult ratings on hotel search websites to evaluate hotel quality before making their selection. Quality management certificates are also proposed as a way to improve quality and customer satisfaction. In this study, we analyze whether there is a relationship between quality management certification, especially the Spanish certificate for hotels, and customer satisfaction. To assess this satisfaction, the ratings received by the hotels on various Internet search websites were used. To assess this satisfaction, the ratings received by the hotels on various Internet search websites were used. A sample of 602 Spanish hotels was used to test the hypotheses. The results indicate that this relationship is very weak if it exists at all.