The Effect of Total Quality Management on Hotel Performance: An Overview

摘要

Total quality management (TQM) is a holistic approach to improve quality, productivity and competitiveness of organizations in the global market. Firms which have effectively implemented TQM have more control on their profitability, revenues, costs, capital expenditures, total assets and number of employees. However, the competition for high service quality and customer satisfaction has been increasing in hospitality industry and hotels in particular. Delighting customers would be linked to other positive outcomes such as customer retention, higher profitability, and creation a competitive advantage. This study provides evidences that show the positive effect of TQM on hotel performance. By developing the hotel industry, competition gradually intensifies, thus creating superior customer value and gaining the competency faster than the competitors are critical for hotel survival. Such successful implementation could enhance the employees" satisfaction and subsequently the hotel efficiency. Therefore, efficient leadership and customer focus are the most common principles incorporated into TQM programs of hotels. Hotel industry has verified that TQMcommitted hotels achieve higher performance, since TQM reasonably improve customer satisfaction, and consequently financial performance.