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The structural relationship between TQM, employee satisfaction and hotel performance

Muslim Amin (Department of Management, College of Business Administration, King Saud University, Riyadh, Saudia Arabia)
Abdullah Mohamed Aldakhil (Department of Management, College of Business Administration, King Saud University, Riyadh, Saudia Arabia)
Chengzhong Wu (School of Public Administration, University of International Business and Economics, Beijing, China)
Sajad Rezaei (International Business School, Universiti Teknollogi Malaysia, Kuala Lumpur, Malaysia)
Cihan Cobanoglu (College of Hospitality and Tourism Leadership, University of South Florida Sarasota-Manatee, Sarasota, Florida, USA)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 10 April 2017

5933

Abstract

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 atmosphere, as well as a blueprint and strategic map, to increase employee satisfaction and improve hotel performance.

Originality/value

This research study provides a substantial contribution to the hospitality management literature by explaining how TQM practices can be used as a predictor of employee satisfaction and consequently improve hotel performance. A better understanding of these relationships will help hoteliers in developing their marketing strategies to maintain the relationship with hotel customers.

Keywords

Acknowledgements

The researcher would like to thank the Deanship of Scientific Research at King Saud University, represented by the Research Center in the College of Business Administration, for financially supporting this research.

Citation

Amin, M., Aldakhil, A.M., Wu, C., Rezaei, S. and Cobanoglu, C. (2017), "The structural relationship between TQM, employee satisfaction and hotel performance", International Journal of Contemporary Hospitality Management, Vol. 29 No. 4, pp. 1256-1278. https://doi.org/10.1108/IJCHM-11-2015-0659

Publisher

:

Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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