Total Quality Management Practices in Indian Hospitality Industry ...

Total Quality Management Practices in Indian Hospitality Industry: Some…
4. Results and Discussion
4.1 Profile of Respondents
The first section of the instrument developed for this study seeks the demographic data of the
respondents. As shown in Table 2, the profile of the survey respondents comprised 16 tourism
(47.1 percent) and 18 hotels (52.9 percent) companies out of which 20.6 percent were
government and 79.4 percent were private owned companies. The breakdown of gender of the
respondents was 30 (88.2 percent) male and 4 (11.8 percent) female. It suggests that majority of
the Indian hospitality companies are male dominated companies in their quality department.
Regarding year of experience, there were only 5 respondents (14.7 percent) who have less than
five years of experience and remaining 29 respondents (85.3 percent) were having more than five
years of experience. Reflecting that majority of respondents’ job tenure at their current
organization was more than five years at the time of survey and hence, low job turnover problem
was not observed. It was also found that almost all the responding companies were quality
certified meaning that the group of companies is either implementing or is in the process of
getting TQM implemented in some way. Finally, the responses received from different
departments/sections are as follows: 4 from quality (11.8 percent), 6 from product and services
(17.6 percent), 5 from customer relation (14.7 percent), 11 from marketing (32.4 percent), 5 from
information management services (14.7 percent), and 3 from others (8.8 percent).
4.2 Identification and Ranking of TQM Practices
In the second part of the instrument, respondents were asked to rank the 17 TQM practices in
Indian hospitality companies identified from the literature review (Section 2.1) using a 5-point
Likert scale. Here rank 1 means the most important practice for TQM implementation and rank
17 means the least important. For this purpose, descriptive analysis was performed by finding
response counts, means and standard deviation scores using SPSS 16.0 software (Coakes et al.,
2006).
The results are shown in Figure 1 and Table 3. From the figure, a consolidate picture of
importance of 17 TQM practices with respect to mean scores is presented. While frequency
counts of scales, various means and standard deviation scores computed for identifying and
ranking the TQM practices in Indian hospitality companies are presented in Table 3.
National Conference on Emerging Challenges for Sustainable Business 2012
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