The implementation of Total Quality Management (TQM) in the hotel industry

Abstract

This study sets out to explore the Critical Success Factors (CSFs) necessary for Total Quality Management (TQM) implementation in hotels. It also aims to classify participating hotels into groups based on their TQM adoption by using cluster analysis. A quantitative survey method was applied. Data were collected from a sample of managers from four- and five-star hotels in Jordan, 170 questionnaires were distributed to managers and 104 usable questionnaires were returned. The findings revealed that TQM is existed and implemented in the hotel industry. The researcher then confirmed that four- and five-star hotels can be classified into two groups, namely, “high TQM adopters” and “low TQM adopters”.

Keywords: Total Quality Management (TQM), Critical Success Factors (CSFs) of TQM, Hotels, Jordan