TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION IN HOSPITALITY INDUSTRY IN DELTA STATE
Abstract
This study is on total quality management and customer satisfaction in hospitality industry in Delta State. The main objective of this study is to determine the relationship between total quality management and customer satisfaction in hospitality industry in Delta State. While the specific objectives are to: determine the relationship between customer focus and customer expectations and to ascertain the relationship between continuous improvement and service quality in hospitality industry in Delta State. The study used the descriptive survey design approach. The primary source of data was the administration of questionnaire.Quota sampling was used to select the sample of two hundred (250) respondents i.e. fifty (50) respondents each that visit the selected hotels during the period of data collection for this study.The data obtained were presented in frequency distribution tables and the corresponding values were expressed in percentages and the hypotheses developed for the study were tested using correlations analysis with the aid of statistical package for social sciences (SPSS Version 26). The results of the study revealed that there is a significant positive relationship between customer focus and customer expectations in the hospitality industry in Delta State.It also showed that there is a significant positive relationship between continuous improvement and service quality in the hospitality industry in Delta State.It was concluded thatfor the hospitality industry in Delta State to thrive, it is imperative to embrace TQM principles that focus on both customer needs and continuous service quality improvement.It was recommended among other things that hospitality businesses should regularly gather and analyze customer feedback to tailor services to meet evolving guest expectations, ensuring a customer-centric approach that boosts satisfaction and loyalty
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Total quality, Management, Customer, Satisfaction, Hospitality industryDownloads
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Copyright (c) 2024 Nwajei, Felix Liberty Ph.D, Nnamdi, Emmanuel A. Egwunyenga, Ph.D. , Oghenochuko, Richard Ohwona
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