Modern approaches to managing the quality of tourist services

Abstract

This article examines modern approaches to quality management in the tourism sector with an emphasis on the current state and development prospects in Kazakhstan. Based on international standards such as ISO 9001, ISO 18513, TQM and the SERVQUAL model, the study examines how global quality standards can be adapted to national conditions. The study combines a comparative analysis of the international and national regulatory framework, an analysis of the differences between tourists' expectations and the real perception of services, as well as an assessment of infrastructural differences in key tourist regions of Kazakhstan. In addition, the study relies on the Butler Tourist Area Lifecycle Model (TALC), which highlights the importance of continuous infrastructure development to maintain the attractiveness of a tourist destination over time. The study also uses the principles of spatial inequality theory, especially in the context of service distribution and economic geography, to explain the uneven development observed in the regions of Kazakhstan. Combining these theoretical approaches, the analysis aims to provide a holistic understanding of how infrastructural and digital differences affect the dynamics of regional tourism and its development prospects. The study offers a number of practical recommendations aimed at institutionalizing quality through regulatory reform, professional development, digitalization, and infrastructure improvements. These measures are necessary to increase tourist satisfaction, strengthen international competitiveness, and support the long-term sustainable development of Kazakhstan's tourism industry.