The implementation of Total Quality Management (TQM) in the hotel industry

This study sets out to explore the Critical Success Factors (CSFs) necessary for Total Quality Management (TQM) implementation in hotels. It also aims classify participating hotels into groups based on their TQM adoption by using cluster analysis. A quantitative survey method was applied. Data were collected from a sample of managers four- and five-star Jordan, 170 questionnaires distributed 104 usable returned. The findings revealed that is existed implemented hotel industry. researcher then confirmed can be classified two groups, namely, “high adopters” “low adopters”.