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Application of mcdm approach to evaluate the critical success factors of total quality management in the hospitality industry

Jusoh, Ahmad and Mardani, Abbas and Omar, Rozeyta and Streimikiene, Dalia and Khalifah, Zainab and Sharifara, Ali (2018) Application of mcdm approach to evaluate the critical success factors of total quality management in the hospitality industry. Journal of Business Economics and Management, 19 (2). pp. 399-416. ISSN 1611-1699

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Official URL: http://dx.doi.org/10.3846/jbem.2018.5538

Abstract

Although many studies have focused on significant role of total quality management (TQM) in literature, little attention has been paid to using the fuzzy multiple criteria decision making (FMCDM) for analysis TQM factors especially in the context of hospitality. The purpose of this study is to identify, prioritize and evaluate the TQM critical success factors (CSFs) in hospitality industry by integrating the theory of fuzzy sets, quantitative and qualitative approaches. Primary criteria to evaluate TQM CSFs are achieved by the literature survey, and the Fuzzy Delphi Method (FDM) has been used by experts for evaluating of soft and hard TQM CSFs. In the following step, we employed the Fuzzy Analytic Hierarchy Process (FAHP) to find the weights of criteria. The results of this study indicated that, internal and external cooperation had the first rank among other CSFs in hospitality industry. In addition, the second and third rank in soft aspect includes customer focus and leadership respectively. The findings of this study shown guidance to practitioners and managers of quality to implement of TQM in their organizations, effectively by using the suggested set of identified TQM CSFs.

Item Type:Article
Uncontrolled Keywords:critical success factors, fuzzy analytic hierarchy process, fuzzy Delphi method, hospitality industry, quality management, total quality management
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:Management
ID Code:85391
Deposited By: Yanti Mohd Shah
Deposited On:16 Jun 2020 14:48
Last Modified:16 Jun 2020 14:48

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