A Study on Total Quality Management in the Hospitality Industry Specific to 3, 4 and 5-Star Hotels in Coimbatore

Abstract

Total Quality Management (TQM) is a management philosophy that seeks to integrate all organizational functions to meet customer needs and corporate objectives. The Total Quality Management approach and its critical success factors are required if organizations are to achieve business excellence. This concept has gained traction in the hospitality sector. It is based on the premise that employees will be more willing to help the company achieve its goals if their superiors engage in an educational, empowering, and rewarding relationship with their subordinates. The research investigates the critical success factors (CSFs) associated with successfully implementing TQM in the hospitality industry, focusing on hotels in Coimbatore. A new approach to TQM has been proposed in this study, which identifies a comprehensive list of critical factors to its success. Literature has been reviewed and classified in light of its contribution to various parts of methodology for this purpose. Vivanta (by Taj), Le Meridien, and Zibe (by GRT) hotels in Coimbatore have used the proposed method. The results of the questionnaire have been collected and statistically analyzed. The three research questions have all been successfully answered. Hotel performance and comparisons, as well as correlation analysis, were included in this research's findings. According to the findings, the new methodology can be tailored for various hotels, including those in Coimbatore, such as the Vivanta, Le Meridien, and Zibe hotels. The study's main drawbacks include the length of time required to collect and analyze data from the three hotels and the lack of generality in the application