Total Quality Management Practices and Service Delivery in the Hospitality Industry: Evidence From Selected Hotels in Awka Metropolis, Anambra State
Keywords:
Employee Training, Customer Feedback Mechanisms, Process Improvement Initiatives, Communication of Quality Goals to Staff, Supplier Quality Management, Performance Measurement Systems, Customer LoyaltyAbstract
This study investigates the influence of Total Quality Management (TQM) practices on service delivery, with a specific focus on customer loyalty in selected hotels within Awka Metropolis, Anambra State, Nigeria. Data were collected from 127 respondents and analyzed using the Ordinary Least Squares (OLS) regression technique. Key TQM variables examined include employee training, customer feedback mechanisms, process improvement initiatives, communication of quality goals to staff, supplier quality management, and performance measurement systems. The model’s R² value of 0.776 indicates that approximately 77.6% of the variance in customer loyalty can be explained by the independent variables. The findings highlight the crucial role of effective communication, employee training, and the implementation of robust performance measurement systems in enhancing customer loyalty. The study recommends that hotel managers invest in comprehensive employee training programs to ensure that staff possess the skills and knowledge necessary to deliver exceptional customer service. Moreover, establishing clear channels for communication regarding quality goals can significantly enhance employee engagement and motivation, resulting in improved customer experiences among others.
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