QUALITY MANAGEMENT PRACTICES AND PERFORMANCE OF HOSPITALITY INDUSTRY IN ANAMBRA STATE

ABSTRACT The study examined the effect of total quality management practices and on organizational performance of hospitality industry in Anambra State, The researcher developed four objectives which includes, To determine the effect of top management commitment on organization efficiency in hospitality industry in Anambra State; to determine the influence of employee continuous training on the organizational performance of hospitality industry in Anambra State. To determine the effect of customer focus on the organizational performance of in hospitality industry in Anambra State; and to establish the effect of continuous improvement on the organizational performance of hospitality industry in Anambra State. Four research questions and four hypotheses were formulated in line with the stated objectives. The literature review was done under three sub-headings such as conceptual review, theoretical framework and empirical studies. The study adopted survey method of research. Data were generated through primary and secondary sources. Stratified sampling techniques was used in this study, The method for data collection was questionnaire which was administered randomly among the staff of the hospitality firms. The population of the study was nine hundred and fifty-eight (958). While eight hundred and seventy-three (873) where retrieved. The hypotheses were tested using regression analysis method at 0.05% level of significance. The findings of the study revealed that; top management commitment positively influences operational/quality performance in the organizations under study; absolute customer focus positively influences customer satisfaction in the organizations under study; there is a positive relationship between employee empowerment, involvement, ownership and quality performance in the organizations under study; Continuous improvement/process management positively influences innovation performance in the organizations under study. The study concludes that total quality management practices have significant positive effect on organizational performance of hospitality industry in Anambra State. The study recommends that Top management of hospitality industry are therefore advised to create and communicate the organization‟s quality policy/vision throughout the organization. Managements of hospitality industry should endeavour to establish a proper customer complaint information system which should be made available to managers thereby enhancing the degree of the use of customer feedback.