TOTAL QUALITY MANAGEMENT IN HOSPITALITY INDUSTRY: MEASURE OF SERVICE QUALITY
The report is created as a result of rigorous thesis, anti-thesis and synthesis. The presented thesis/dissertation is based on the concept of TQM, also known as Total Quality Management in hospitality industry. In doing so, the industry has been scrutinized to a magnified level where all its ele...
| Main Author: | |
|---|---|
| Format: | Dissertation (University of Nottingham only) |
| Language: | English |
| Published: |
2015
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| Online Access: | https://eprints.nottingham.ac.uk/29963/ |
| _version_ | 1848793892052271104 |
|---|---|
| author | Vaidyanathan, Sakthi Praveen |
| author_facet | Vaidyanathan, Sakthi Praveen |
| author_sort | Vaidyanathan, Sakthi Praveen |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | The report is created as a result of rigorous thesis, anti-thesis and
synthesis. The presented thesis/dissertation is based on the concept of
TQM, also known as Total Quality Management in hospitality industry. In
doing so, the industry has been scrutinized to a magnified level where all
its elements are featured from bi-dimensional perspective i.e. of the
customers‘ as well as of the management‘s. This discusses topics that
have the ability or capacity to define the term in an analytical way.
SERVQUAL is one of the major applications that have been discussed
here, with an intricate assessment on the same. This entails the utilization
of the same in the field of hospitality. Moreover, one must know the fact
the concept of hospitality is service oriented and aimed at meeting the
needs of the customers; therefore, the management of any random
company should be in a position to evaluate the impacts of its tangible
and intangible provisions and hence, improvise on the same if needed.
In order to incorporate management limitation the SERVQUAL model was
modified, this modified model has been tested in few hotels and
restaurants. Hereby, a detailed approach has been taken in this thesis
presentation.
Apart from all these, a correlation has been attempted to be established
through studying the questionnaires designed as per both the
perspectives. |
| first_indexed | 2025-11-14T19:07:31Z |
| format | Dissertation (University of Nottingham only) |
| id | nottingham-29963 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T19:07:31Z |
| publishDate | 2015 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-299632017-10-16T05:43:17Z https://eprints.nottingham.ac.uk/29963/ TOTAL QUALITY MANAGEMENT IN HOSPITALITY INDUSTRY: MEASURE OF SERVICE QUALITY Vaidyanathan, Sakthi Praveen The report is created as a result of rigorous thesis, anti-thesis and synthesis. The presented thesis/dissertation is based on the concept of TQM, also known as Total Quality Management in hospitality industry. In doing so, the industry has been scrutinized to a magnified level where all its elements are featured from bi-dimensional perspective i.e. of the customers‘ as well as of the management‘s. This discusses topics that have the ability or capacity to define the term in an analytical way. SERVQUAL is one of the major applications that have been discussed here, with an intricate assessment on the same. This entails the utilization of the same in the field of hospitality. Moreover, one must know the fact the concept of hospitality is service oriented and aimed at meeting the needs of the customers; therefore, the management of any random company should be in a position to evaluate the impacts of its tangible and intangible provisions and hence, improvise on the same if needed. In order to incorporate management limitation the SERVQUAL model was modified, this modified model has been tested in few hotels and restaurants. Hereby, a detailed approach has been taken in this thesis presentation. Apart from all these, a correlation has been attempted to be established through studying the questionnaires designed as per both the perspectives. 2015-09-14 Dissertation (University of Nottingham only) NonPeerReviewed application/pdf en https://eprints.nottingham.ac.uk/29963/1/Quality%20Management%20to%20print.pdf Vaidyanathan, Sakthi Praveen (2015) TOTAL QUALITY MANAGEMENT IN HOSPITALITY INDUSTRY: MEASURE OF SERVICE QUALITY. [Dissertation (University of Nottingham only)] |
| spellingShingle | Vaidyanathan, Sakthi Praveen TOTAL QUALITY MANAGEMENT IN HOSPITALITY INDUSTRY: MEASURE OF SERVICE QUALITY |
| title | TOTAL QUALITY MANAGEMENT IN HOSPITALITY INDUSTRY:
MEASURE OF SERVICE QUALITY |
| title_full | TOTAL QUALITY MANAGEMENT IN HOSPITALITY INDUSTRY:
MEASURE OF SERVICE QUALITY |
| title_fullStr | TOTAL QUALITY MANAGEMENT IN HOSPITALITY INDUSTRY:
MEASURE OF SERVICE QUALITY |
| title_full_unstemmed | TOTAL QUALITY MANAGEMENT IN HOSPITALITY INDUSTRY:
MEASURE OF SERVICE QUALITY |
| title_short | TOTAL QUALITY MANAGEMENT IN HOSPITALITY INDUSTRY:
MEASURE OF SERVICE QUALITY |
| title_sort | total quality management in hospitality industry:
measure of service quality |
| url | https://eprints.nottingham.ac.uk/29963/ |