Incongruent quality management perceptions between Malaysian hotel managers and employees

Sumarjan, Norzuwana; Arendt, Susan W.; Shelley, Mack

doi:10.1108/17542731311299573

Cited by 10 publications

(7 citation statements)

References 42 publications

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“…Some studies have also addressed the universal applicability of the Baldrige award criteria as a valid, reliable, and sound method to measure a hotel's performance IJCHM 31,4 (Mellat-Parast, 2015). Sumarjan et al (2013) highlighted that the MBNQA model with its seven criteria as the most suitable approach to TQM. Like other industries, the hotel industry can also use the MBNQA model for continuous improvement.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Developing a hierarchical model to enhance business excellence in hotel industry of Bangladesh

Rahman

Islam

Husain

et al. 2019

IJCHM

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Purpose The study aims to develop a hierarchical model based on the Malcolm Baldrige National Quality Award to enable the ranking of quality dimensions required for achieving business excellence in the hotel industry of Bangladesh. Design/methodology/approach The study adopted a sequential mix method approach in which semi-structured interviews with 24 participants were initially conducted during the qualitative stage to identify the quality dimensions. Subsequently, a questionnaire survey was conducted among 40 industry experts to prioritise the identified elements using the relative measurement of the analytic hierarchy process (AHP). In total, 32 respondents were further surveyed to evaluate a selected number of hotels in Bangladesh using the absolute measurement of AHP. Findings The study uncovered eight criteria, together with 23 corresponding sub-criteria during the qualitative stage. Quality management emerged as the most crucial criterion, while health and safety-security measures were the most important sub-criteria in addressing the quality management criterion. In Bangladesh, five-star hotels were observed to be performing better than three-star and four-star hotels. Originality/value The developed model is unique and can be used by Bangladeshi practitioners to measure the performance of hotels. Moreover, it can also be applied to measure the performance of hotels in other countries just by incorporating minor modification to the model framework.

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Section: Theoretical Frameworkmentioning

confidence: 99%

Developing a hierarchical model to enhance business excellence in hotel industry of Bangladesh

Rahman

Islam

Husain

et al. 2019

IJCHM

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“…To support that contention Sumarjan, Arendt and Shelley [15] proposed that the involvement of top management in setting up the most appropriate organization procedure, policy and system is crucial. As a result, the quality of service delivery can be improved through special attention on the percepts of response to intelligence that was originated from Internal Market Orientation Framework.…”

Section: Resultsmentioning

confidence: 99%

Internal Market Orientation Framework as a Source of Improving Service Quality within the Malaysian Hotel Industry

Lahap¹,

Said²,

Rose³

et al. 2014

SHS Web of Conferences

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Abstract. This paper is developed as a means to discover the importance of improving service quality within the Malaysian Hotel Industry. To support that contention it was found that there are a number of methodologies or approaches that can be used to improve service delivery. Recent publications show that there is an emerging methodology sought to improve employee performance and one of the approaches are known as Internal Market Orientation. The Internal Market Orientation model consists of three dimensions and they are: i) Internal Market Intelligence Generation (IMIG), ii) Internal Communication (IC), and iii) Response to Intelligence (RTI). Despite of that this study will only highlight the third dimensions of the framework that is Response to Intelligence. A number of conclusive findings were found and it can be used to enhance employee performance and it is as well has the ability to improving the quality of service towards hotel guests. Notwithstanding, the findings of this study can be used to improve the competitive advantage of Malaysian Hotels and therefore, assisting the country to achieve competitiveness and leads to the creation of premier tourist destination in the world.

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“…Understanding the identification and the management of the system about the interconnection of the process to develop and to achieve the goals of the company/organization effectively and efficiently. (Sumarjan et al 2013). 6.…”

Section: The Quality Management System (Qms) Iso 9001:2008mentioning

confidence: 99%

THE EFFECT OF THE QUALITY MANAGEMENT SYSTEM ISO 9001:2008 AND THE CONTRIBUTION OF THE INTERNAL AUDIT UPON THE ORGANIZATIONAL PERFORMANCE AT LP3I (The Educational Education and Indonesia Professional Development)

Sa’diah¹,

Istianingsih²

2018

Acc. J. Binaniaga

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This research aims to determine the effect of the quality management system ISO 9001:2008 and the contribution of the internal audit upon the organizational performance. The quality management system ISO 9001:2008 has been focusing to 8 (eight) dimensions, namely customer focus, leadership, involvement of people, process approach, management system, factual approach to decision-making, mutual beneficial supplier relationship and continuous improvement. The population of this research was LP3I employees who have received the training on ISO 9001: 2008. The sampling technique used total sampling method, where the number of samples is equal to the population. Methods of data analysis using Structural Equation Modelling (SEM), with validity and reliability testing, goodness-of fit tests and hypothesis testing. The results of this research has indicated that the quality management system ISO 9001: 2008 and the contribution of the internal audit have a significant effect on the organizational performance through the operational performance. However, the contribution of the internal audit has no effect on business performance.

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Incongruent quality management perceptions between Malaysian hotel managers and employees

Cited by 10 publications

References 42 publications

Developing a hierarchical model to enhance business excellence in hotel industry of Bangladesh

Developing a hierarchical model to enhance business excellence in hotel industry of Bangladesh

Internal Market Orientation Framework as a Source of Improving Service Quality within the Malaysian Hotel Industry

THE EFFECT OF THE QUALITY MANAGEMENT SYSTEM ISO 9001:2008 AND THE CONTRIBUTION OF THE INTERNAL AUDIT UPON THE ORGANIZATIONAL PERFORMANCE AT LP3I (The Educational Education and Indonesia Professional Development)

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