TQM critical success factors in hospitality Industry and their impact on Customer Loyalty, a theoretical Model
International Journal of Scientific & Engineering Research Volume 4, Issue 1, January 2013
ISSN 2229-5518
1
TQM critical success factors in hospitality
Industry and their impact on Customer Loyalty, a theoretical Model
Walid Youssef Montasser - Prof Dr. Abd Alhakim Al Manhawy
Abstract- Total Quality Management (TQM) is a management philosophy that seeks to integrate all organizational functions to focus on meeting customer needs and organizational quality objectives, TQM is one of the most applied and well accepted approach between the contemporary innovations such as six sigma, just – in – time to achieve business excellence, in the last two decades a large number of organizations working among product and service industries had realized the great importance of adopting and implementing TQM process in order to maintain a sustainable competitive advantage in a rapid changing environment, The aim of this study is to develop and propose the conceptual frame work and research model of TQM implementation in relation to company performance particularly in context with the
Egyptians hospitality sector, It examines the relationship between TQM Critical success factors and company’s performance by measuring the quality of service as a performance indicator, and to determine the impact of implementing TQM Critical success factors in maintaining customer loyalty in the field of concern, which is the (Egyptian 5-stars hotels business), a comprehensive review of literature an TQM, TQM critical success factors, quality of service customer satisfaction and customer loyalty were carried out to accomplish the objectives of the study, the researcher conducted a pilot study to identify the TQM critical success factors with the greatest impact an enhancing performance of 5-stars hotels, the data gathered from the pilot study was analyzed using the statistical package for social science (SPSS), and as a result four questions, 4 main hypotheses and 20 sub-
ISSN 2229-5518
1
TQM critical success factors in hospitality
Industry and their impact on Customer Loyalty, a theoretical Model
Walid Youssef Montasser - Prof Dr. Abd Alhakim Al Manhawy
Abstract- Total Quality Management (TQM) is a management philosophy that seeks to integrate all organizational functions to focus on meeting customer needs and organizational quality objectives, TQM is one of the most applied and well accepted approach between the contemporary innovations such as six sigma, just – in – time to achieve business excellence, in the last two decades a large number of organizations working among product and service industries had realized the great importance of adopting and implementing TQM process in order to maintain a sustainable competitive advantage in a rapid changing environment, The aim of this study is to develop and propose the conceptual frame work and research model of TQM implementation in relation to company performance particularly in context with the
Egyptians hospitality sector, It examines the relationship between TQM Critical success factors and company’s performance by measuring the quality of service as a performance indicator, and to determine the impact of implementing TQM Critical success factors in maintaining customer loyalty in the field of concern, which is the (Egyptian 5-stars hotels business), a comprehensive review of literature an TQM, TQM critical success factors, quality of service customer satisfaction and customer loyalty were carried out to accomplish the objectives of the study, the researcher conducted a pilot study to identify the TQM critical success factors with the greatest impact an enhancing performance of 5-stars hotels, the data gathered from the pilot study was analyzed using the statistical package for social science (SPSS), and as a result four questions, 4 main hypotheses and 20 sub-
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