Influence of Total Quality Management practices on performance of hotels; case of star rated hotels in greater Nairobi region
Mwaura, Bernard Ndung'u
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Hospitality is one of the most vibrant industries in Kenya that has positively contributed to the economy through increased tourism earnings, creating employment and providing foreign exchange. The industry has experienced high competition over the years because of increased globalization, enhanced security and infrastructural developments. International hotel brands such as Moven Pick, Radisson blue, Kempinski among others are setting up their operations in the Country intensifying the competition further. In order to survive in this competitive environment, hotel and hospitality organizations are adopting quality management practices such Total Quality Management (TQM), Lean Operations among others to enable them to meet the dynamic customer demands and gain a competitive edge in the market. The purpose of this study was to determine the influence of TQM practices on performance of hotels. Specifically the research objectives included: To determine the influence of customer focus on performance of Star graded hotels in Greater Nairobi Region, To determine the effect of continuous improvement on performance of Star rated hotels in Greater Nairobi Region and to establish the influence of product and service design on performance of Star graded hotels in Greater Nairobi Region. The study was anchored on Deming Prize Theory, Juran’s TQM Model and the European Foundation for Quality Management theoretical models. Questionnaires were used to gather data from the target population of 44 Star rated hotels operating in Greater Nairobi Region. Descriptive statistics, correlation analysis and regression analysis were used to analyze the data. On influence of each TQM practice on performance of star rated hotels, customer focus and continuous improvement had a significant moderate relationship while Product and Service design had a significant strong positive relationship. Additionally, the regression analysis results revealed that continuous improvement and product & service design had a positive significant influence while customer focus had a positive insignificant influence on the performance of Star rated hotels in Greater Nairobi Region. The study however had limitations, in that it was cross sectional and therefore was not expected to capture TQM practices and performance changes that come with the passage of time since these variables are not static.