Keyword

Competitiveness, TQM, Employee Satisfaction, Customer Satisfaction, Hospitality Industry, Alexandria

Abstract

In today’s highly competitive, global marketplace, a company that excels is one that continually strives to identify and focus on factors critical to its customers and improve its processes in order to provide the highest – quality product or service possible. The implementation of total quality management in hospitality industry is an essential approach for business that attempts to maximize their competitiveness through the continual improvement of the quality of its products, services, people, processes, and environments in order to meet customers’ requirements which will subsequently lead to customers’ satisfaction. Moreover, it is worth to stress on the effect of dealing with the employees as internal customers in achieving customers’ satisfaction which will lead to present high quality service in the hospitality industry within the framework of TQM criteria. Thus, this study aims to investigate the relationship between the implementation of TQM and the customer satisfaction and employee’s satisfaction, as well as to study the relationship between the application of the TQM and achieving the organization goals and gaining competitive advantage through achieving customers’ satisfaction in hospitality industry in Alexandria, Egypt. Two questionnaires were distributed in four and five hotels in Alexandria; the first one is distributed to customers to measure the elements that affect their satisfaction during their stay in Alexandria hotels. The second one was


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