Assessing the Relationship Between Total Quality Management Market Orientation and Service Sector Performance with Reference to Hospitality Industry

Abstract

The present study on Assessing the Relationship between Total Quality Management, Market Orientation and Service Sector Performance with reference to Hospitality Industry has been embarked by the researcher to study the relationship between the domain constructs and its impact on financial and non-financial performance indicators in hotels. The research work has been divided into six chapters. Overview of each chapter has been discussed below. newlineThe first chapter Introduction provides the general overview of the topic highlighting the need and importance of TQM and market orientation in hotels. The chapter highlights the potential of the hospitality industry in India and its contribution to the economy. The need of the study, specific objectives of the study and research questions are further mentioned in the chapter. newlineThe second chapter Literature review details the historical development of the constructs, perspective of TQM and market orientation from renowned authors in the respective fields. It further includes the relationship between TQM, market orientation and performance and hypotheses are drawn from the discussion. newlineThe third chapter Research methodology list out the blueprint on how this research is conducted. It includes objectives of the study, conceptual framework of the study, hypotheses, questionnaire development, sampling technique, data collection procedure and tools and analysis used for analysis. newlineThe fourth chapter General profile of selected hotels provides the brief introduction about the ISO certified five star hotels selected for the study. newlineThe fifth chapter Data analysis and results includes the testing of measurement model and subsequent testing of structural model. Evaluation of measurement model includes the assessment of reflective model and formative model separately. Evaluation of structural model includes hypotheses testing and decision criterion of accepting or not accepting the hypothesis. newlineThe sixth chapter Conclusion and suggestions discusses the findings of the hypotheses testing and includes the modified suggested model. Further, the chapter also includes suggestions, theoretical and managerial implication and limitations of the study. newline newline