Journal of Hospitality Application and Research

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The Critical Dimensions of TQM in Hospitality Services


Affiliations
1 Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, India
2 Assistant Professor, Navrachana University, Vadodara, Gujarat, India
3 Associate Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, India
     

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The current research paper uses an extensive literature survey to study the different dimensions of Total Quality Management. Using a self-administered structured questionnaire, a survey was carried out for premium segment hotels in Mumbai. One Hundred & Thirty-Four survey responses were obtained vide emails. Multiple Regression Analysis was used for investigating the influence of the dimensions of Total Quality Management on the Overall Total Quality. The important contribution of the current study is identifying the four critical dimensions for TQM that influences the Overall Total Quality for Hospitality: (i) Top Management Commitment, (ii) Organizational Culture (iii) Continuous Improvement & (iv) Servicescapes (Physical Environment & Facilities). Practitioners can focus on the limited dimensions like Continuous Improvement with concentrated attention at all the organization levels to improve quality performance. The current study endeavours to promote TQM in Indian Service Sector for both academia & practicing managers. The proposed framework of “The Critical Dimensions of TQM in Hospitality Services” can be a guide for Hospitality Service Managers to effectively implement TQM.

Keywords

Total Quality Management, Top Management Commitment, Overall Total Quality, Organization Culture, Continuous Improvement, Employee Empowerment, Service Companies, Physical Facilities
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  • The Critical Dimensions of TQM in Hospitality Services

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Authors

Tohid Kachwala
Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, India
Dinesh Panchal
Assistant Professor, Navrachana University, Vadodara, Gujarat, India
Pradeep Pai
Associate Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, India

Abstract


The current research paper uses an extensive literature survey to study the different dimensions of Total Quality Management. Using a self-administered structured questionnaire, a survey was carried out for premium segment hotels in Mumbai. One Hundred & Thirty-Four survey responses were obtained vide emails. Multiple Regression Analysis was used for investigating the influence of the dimensions of Total Quality Management on the Overall Total Quality. The important contribution of the current study is identifying the four critical dimensions for TQM that influences the Overall Total Quality for Hospitality: (i) Top Management Commitment, (ii) Organizational Culture (iii) Continuous Improvement & (iv) Servicescapes (Physical Environment & Facilities). Practitioners can focus on the limited dimensions like Continuous Improvement with concentrated attention at all the organization levels to improve quality performance. The current study endeavours to promote TQM in Indian Service Sector for both academia & practicing managers. The proposed framework of “The Critical Dimensions of TQM in Hospitality Services” can be a guide for Hospitality Service Managers to effectively implement TQM.

Keywords


Total Quality Management, Top Management Commitment, Overall Total Quality, Organization Culture, Continuous Improvement, Employee Empowerment, Service Companies, Physical Facilities

References