Title: Impact of total quality management practices on hotel performance: empirical evidence from Vietnam

Authors: Dam Thi Thuy; Phan Chi Anh

Addresses: Faculty of Economics and Management, Thuyloi University, 175 Tay Son, Dong Da, Hanoi, Vietnam ' School of Business Administration, VNU University of Economics and Business, 144 Xuan Thuy, Cau Giay, Hanoi, Vietnam

Abstract: This paper presents the results of an empirical study investigating the relationship between TQM practices and hotel performance in Vietnam. Statistical techniques such as ANOVA and SEM were used to analyse data collected from 202 hotels in Vietnam in 2022 through a questionnaire survey. The findings of the analysis suggest that both soft and hard TQM factors have a significant impact on hotel performance in Hanoi. This study strongly recommends that hotel managers focus on implementing soft TQM factors such as top management commitment, customer focus, employee involvement, education, and training, as well as hard TQM factors including continuous improvement, process management, quality tools, and techniques, to achieve higher performance.

Keywords: soft TQM; hard TQM; hotel performance; Vietnam.

DOI: 10.1504/IJPQM.2025.145573

International Journal of Productivity and Quality Management, 2025 Vol.44 No.4, pp.483 - 511

Received: 26 Mar 2023
Accepted: 02 Apr 2023
Published online: 07 Apr 2025 *

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