Effect of Total Quality Management Practices on Customer Satisfaction and Retention of Nigerian Hotels. A study of Crown Inn Hotel, Lagos, Nigeria
Odede, Francis (2023)
2023
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023052313263
https://urn.fi/URN:NBN:fi:amk-2023052313263
Tiivistelmä
This study examined how Total Quality Management (TQM) practices were implemented at Crown Inn Hotel, with an emphasis on the impact on customer satisfaction and retention. Crown Inn Hotel understands the value of an effective quality management system and aims to constantly monitor and improve its services. However, constraints have developed as a result of insufficient leadership and the use of traditional ways of evaluating customer satisfaction.
This study advises using new tools to accurately monitor consumer satisfaction, such as internet surveys, to improve the performance of the quality management system. Using a qualitative method, the study discovered that implementing TQM practices at Crown Inn Hotel has the potential to greatly enhance customer satisfaction and retention. The hotel has already set metrics and measurements to monitor and evaluate the performance of its TQM practices on a constant basis. Furthermore, impediments to successful TQM adoption were identified, and ways to overcome these challenges have been presented, such as involving workers in the implementation process, providing assistance and resources, and monitoring the impact of TQM practices.
Crown Inn Hotel may improve its quality management system and strengthen its ability to serve and retain customers by embracing ISO 9001 as the model of TQM and its principles. Overall, this study emphasizes the necessity of current measuring methodologies and employee participation in attaining successful TQM implementation, ultimately contributing to higher customer satisfaction and retention at Crown Inn Hotel.
This study advises using new tools to accurately monitor consumer satisfaction, such as internet surveys, to improve the performance of the quality management system. Using a qualitative method, the study discovered that implementing TQM practices at Crown Inn Hotel has the potential to greatly enhance customer satisfaction and retention. The hotel has already set metrics and measurements to monitor and evaluate the performance of its TQM practices on a constant basis. Furthermore, impediments to successful TQM adoption were identified, and ways to overcome these challenges have been presented, such as involving workers in the implementation process, providing assistance and resources, and monitoring the impact of TQM practices.
Crown Inn Hotel may improve its quality management system and strengthen its ability to serve and retain customers by embracing ISO 9001 as the model of TQM and its principles. Overall, this study emphasizes the necessity of current measuring methodologies and employee participation in attaining successful TQM implementation, ultimately contributing to higher customer satisfaction and retention at Crown Inn Hotel.