| SMART JOURNAL OF BUSINESS MANAGEMENT STUDIES |
VOL. 13 |
NO. 2 |
PAPER 2 |
DOI : 10.5958/2321-2012.2017.00010.0 |
TOTAL QUALITY MANAGEMENT IN TOURISM INDUSTRY
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| Tohid Kachwala*, Ashu Sharma**, and Shailaja Rego***
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| * Professor, NMIMS University, Mumbai
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| ** Associate Professor, NMIMS University, Mumbai
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| *** Associate Professor, NMIMS University, Mumbai |
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| Measuring TQM in Tourism Industry is justified by the significance of the tourism segment and the competition among different tourism destinations. TQM is the vehicle, utilized by increasing number of companies, to bring about changes in quality management, which is recognized as the foundation of business competitiveness and it is proactively integrated with all business practices. The quality of services has to improve in order to increase competitiveness and customer loyalty. Tour operator is the key player, influencing quality because the principal service provider is responsible for delivering the promised service mix, including all arrangement such as flights, transportation, accommodation, excursion and guidance, throughout the service delivery period. Adoption of TQM is not a quick fix approach to improving quality and productivity. It requires a transition from outcome oriented systems to a continuous improvement approach to problem identification and resolution of organization processes. Since there are limited resources, it is important for the study, to identify the order of importance amongst the TQM factors and also their interrelation. This survey (questionnaire) - based study is an attempt, to identify the important factors of Total Quality in Tourism industry, the relative importance of these factors from service providers’ point of view and evaluation of these factors for statistical significance. In addition, the study will also provide an in depth understanding of TQM factors that will help the tourism industry, to improve their services.
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