THE ROLE OF TOTAL QUALITY MANAGEMENT PRACTICES ON OPERATIONAL PERFORMANCE OF THE SERVICE INDUSTRY

Rao Aamir Khan, Adnan Mirza, Muhammad Khushnood

Abstract: The study examines the role of TQM practices in operational performance of hotels as one of the service industries. Hotels employees were surveyed for data collection through instrument. The reliability of measures was established before carrying out the causal analysis. Regression was used to analyze the hypothesis. The findings propose a positive relationship between TQM practices operational performance of hotels in the context of developing countries. TQM practice of Recruitment and selection has stronger impact on operational performance in comparison to the rest of practices. The invetigation may be triangulated with other research strategies and data collection methods. The findings are significant while implementing quality practices in the service industry. The study has considered specific context for use of TQM practices as a competitive strategy by hotels in developing countries.

Keywords: Quality management; Operational Performance; TQM Culture, Quality enhancement

DOI: 10.24874/IJQR14.02-07

Recieved: 27.11.2018  Accepted: 18.10.2019  UDC: 005.6

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