Total Quality Management Practices and Organizational Performance
[1]
Ehsan Jabbarzare, Faculty of Business and Management, Asia Pacific University of Technology and Innovation, Kuala Lumpur, Malaysia.
[2]
Najla Shafighi, Faculty of Business and Management, Asia Pacific University of Technology and Innovation, Kuala Lumpur, Malaysia.
The purpose of this study is to assess the extent of soft Total Quality Management implementation amongst hotels in Malaysia and its effect on organizational performance. A quantitative approach has been used via a self-administrated questionnaire. The result of investigation on the level of TQM implementation amongst 22 hotels indicated that Malaysian hotels have an acceptable level of TQM implementation. In addition, based on the regression analysis, it is concluded that all of the selected TQM practices (continuous improvement, customer focus, and employee involvement) are significantly correlated with organizational performance of hotels. In this process continuous improvement was considered as the most important TQM factor in terms of affecting organizational performance.
TQM, Continuous Improvement, Customer Focus, Employee Involvement
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