Vaidyanathan, Sakthi Praveen (2015) TOTAL QUALITY MANAGEMENT IN HOSPITALITY INDUSTRY: MEASURE OF SERVICE QUALITY. [Dissertation (University of Nottingham only)]

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The report is created as a result of rigorous thesis, anti-thesis and

synthesis. The presented thesis/dissertation is based on the concept of

TQM, also known as Total Quality Management in hospitality industry. In

doing so, the industry has been scrutinized to a magnified level where all

its elements are featured from bi-dimensional perspective i.e. of the

customers‘ as well as of the management‘s. This discusses topics that

have the ability or capacity to define the term in an analytical way.

SERVQUAL is one of the major applications that have been discussed

here, with an intricate assessment on the same. This entails the utilization

of the same in the field of hospitality. Moreover, one must know the fact

the concept of hospitality is service oriented and aimed at meeting the

needs of the customers; therefore, the management of any random

company should be in a position to evaluate the impacts of its tangible

and intangible provisions and hence, improvise on the same if needed.

In order to incorporate management limitation the SERVQUAL model was

modified, this modified model has been tested in few hotels and

restaurants. Hereby, a detailed approach has been taken in this thesis


Apart from all these, a correlation has been attempted to be established

through studying the questionnaires designed as per both the


Item Type: Dissertation (University of Nottingham only)
Depositing User: Vaidyanathan, Sakthi
Date Deposited: 23 Mar 2016 16:08
Last Modified: 15 May 2016 16:13

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