Key quality criteria to improve management in collaborative tourism companies in Spain

Abstract

Given the importance of tourism for the Spanish economy and the sharing economy, Spanish collaborative tourism companies need a management system that allows them to plan, control and improve their activities. This paper analyses the management system of the collaborative tourism companies in Spain, based on the principles or dimensions of quality management. It also identifies the new criteria for the sector. In order to achieve these objectives, an empirical analysis of a carsharing platform and a traditional company is carried out. The results show that although the collaborative platforms maintain high user satisfaction, some problems remain unsolved. By comparing the results between these two firms, the study proposes fundamental quality criteria for improving the management system in collaborative tourism companies.