Title: Influence of critical success factors of total quality management on financial and non-financial performance of hospitality industry: an empirical study

Authors: Girish K. Nair; Nidhi Choudhary

Addresses: International Hospitality Management, Stenden University, Doha, Qatar ' WISDOM, Banasthali University, India

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.

Keywords: total quality management; TQM; financial performance; non-financial performance; hospitality industry; productivity management; organisational learning; quality information management; QIM; critical success factors; CSFs; Qatar; customer management; top management leadership; people management; process management; continuous improvement; supplier management; structural equation modelling; SEM; partial least squares; PLS.

DOI: 10.1504/IJPQM.2016.075243

International Journal of Productivity and Quality Management, 2016 Vol.17 No.4, pp.409 - 436

Received: 30 Apr 2014
Accepted: 21 Sep 2014

Published online: 09 Mar 2016 *

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