The relationships between quality management system practices and innovation performance in Malaysia hotel industry
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Abstract
In view the stiff competitiveness of Malaysia hotel industry, this research to assess the difference on hotel’s innovation performance based on hotel’s demographic(RO1) and to evaluate the relationship between QMSP and innovation performance in Malaysia hotel industry(RO2). Seven common quality management system practices (QMSP) were identified from literature review, which are leadership, customer focus, employee management, supplier management, process management, quality control and continuous improvement. The study is quantitative based, questionnaire was sent to 135 hotels in Malaysia, and 43 responded. Data collected was analyzed via ANOVA test(for RO1) and Pearson Correlation analysis(for RO2). Research finding revealed that there is significant difference on innovation performance based on hotel’s size in term of number of workers. Additionally, all the QMSP are significantly correlated with innovation performance. This research denotes a practical implication to Malaysia hotel industry by identified the important and significant QMSP for innovation performance. Furthermore, the results could replicate the methodology used in this research in other service industries and process innovation.
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DOI: https://doi.org/10.59429/esp.v9i9.2691
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