Authors
Muslim Amin, Abdullah Mohamed Aldakhil, Chengzhong Wu, Sajad Rezaei, Cihan Cobanoglu
Publication date
2017/4/10
Journal
International Journal of Contemporary Hospitality Management
Volume
29
Issue
4
Pages
1256-1278
Publisher
Emerald Publishing Limited
Description
Purpose
The purpose of this paper is to investigate the structural relationships between total quality management (TQM) and employee satisfaction and hotel performance.
Design/methodology/approach
A judgmental sampling technique was employed in this study. A total of 25 (four- and five-star) hotels were selected in four cities in Malaysia. A total of 625 questionnaires were distributed randomly to both employees and managers.
Findings
The results of this study showed that seven TQM constructs have significant relationships with employee satisfaction and hotel performance. Leadership and customer focus play significant roles in enhancing employee satisfaction and hotel performance.
Practical implications
Employees who are highly satisfied with their jobs will be willing to support their coworkers. They will be loyal to their jobs and enhance hotel performance. Hoteliers must provide a friendly working …
Scholar articles
M Amin, AM Aldakhil, C Wu, S Rezaei, C Cobanoglu - International Journal of Contemporary Hospitality …, 2017