Identification of suitable Critical Success Factors (CSFs) to implement the Total Quality Management (TQM) in the Hospitality Industry
V. Jagannathan1, A. Mohammed Faisal2
1V. Jagannathan, School of Management Studies, Vels Institute of Science, Technology & Advanced Studies, Chennai, India.
2A. Mohammed Faisal*, School of Management Studies, Vels Institute of Science, Technology & Advanced Studies, Chennai, India.
Manuscript received on November 15, 2019. | Revised Manuscript received on November 23, 2019. | Manuscript published on November 30, 2019. | PP: 275-277 | Volume-8 Issue-4, November 2019. | Retrieval Number: D6797118419/2019©BEIESP | DOI: 10.35940/ijrte.D6797.118419
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Total Quality Management (TQM) can be used for business process improvement to achieve the quality service in the hotel business. The objective of this paper is to identify the suitable Critical Success Factors (CSFs) for implementing TQM in the Hotel industry. Analytic Hierarchical Process (AHP) analysis is done to identify the importance of CSFs. Web based analysis is used to analysis the AHP. The study has identified the suitable TQM’s CSFs of such as customer satisfaction or focus, top management commitment and leadership and employee involvement or focus or satisfaction are important CSFs to implement the TQM in the hotel industry. Based on the AHP analysis, the study has identified the suitable CSFs of TQM related to customer focus or satisfaction (CF = 0.4288), top management and leadership (TM = 0.2548) and employee involvement (EI = 0.2346) are important CSFs to implement the TQM in the hotel industry. The least importance is given to Continuous improvement (CP = 0.0818).
Keywords: AHP, CSFs, Hotel, TQM.
Scope of the Article: Data Management.