Influence of critical success factors of total quality management on financial and non-financial performance of hospitality industry: an empirical study
by Girish K. Nair; Nidhi Choudhary
International Journal of Productivity and Quality Management (IJPQM), Vol. 17, No. 4, 2016

Abstract: This research focuses on the empirical study of the influence of critical success factors (CSFs) of total quality management (TQM) on the financial and non-financial performance in the hospitality industry. Essentially, the research involves the CSFs: customer management, top management leadership, people management, organisational learning, process management, continual improvement, quality information management, and supplier management as the exogenous variables of study the two measures of performance as the endogenous variables. The research methodology involves structural equation modelling (SEM) using partial least square method (PLSM). The sample size chosen is 331 based on convenience sampling. A metric has been developed and validated for use in this context. The results have indicated that top management leadership, organisational learning, quality information management, and supplier management have significant influence on the endogenous variables. Accordingly, implications are drawn for the strategic managers of hospitality industry so that these CSFs can be focused for better performance of the industry. The outcome of the research has the potential to help the strategic managers of hospitality industry in Qatar in the setting up of the policies for better performance in this important point in time when Qatar is in the process of planning for FIFA world cup in 2022.

Online publication date: Wed, 09-Mar-2016

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Productivity and Quality Management (IJPQM):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?


Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com