Proposing an integrated multi-criteria decision making approach to evaluate total quality management best practices in Malaysia hotel industry

Abstract

Abstract Although numerous studies have focused on significant role of total quality management (TQM) in literature, little attention has been paid to using the multi-criteria decision making (MCDM) approach for analysis of TQM practices especially in the context of hospitality. The purpose of this study is to identify, prioritize and evaluate the TQM best practices in hotel industry by integrating the DEMATEL and ANP approaches. DEMATEL is employed to determine the interrelationships among the main practices and sub-practices while ANP is employed to examine the weights of main practices and sub-practices. The results of this study indicated that employee management had the first rank among other practices whereas the second and third rank encompass customer relationship management and leadership respectively. The findings of this study has shown guidance to practitioners to implement proper TQM in their organizations, effectively by using the suggested set of identified TQM best practices.