Open Journal Systems

The relationships between quality management system practices and innovation performance in Malaysia hotel industry

Lim Kim Yew, Tan Owee Kowang, Phung Thai Minh Trang, Sarana Photchanachan, Tee Poh Kiong

Article ID: 2691
Vol 9, Issue 9, 2024, Article identifier:

VIEWS - 68 (Abstract) 45 (PDF)

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.


Keywords

Innovation Performance; Leadership; Customer focus; Employee management; Supplier management; Quality Management system Practices

Full Text:

PDF



References

1. Maguad, B.A. (2006) The Modern Quality Movement: Origins, Development and Trends. Total Quality Management & Business Excellence, 17, 179-203.

2. Al-Bayati, A. J., Hasan, R. A., & Alomari, K. (2021). Implementing a TQM framework for public services in Iraq: An exploratory study. Practice Periodical on Structural Design and Construction, 26(2), 04020072.

3. Timur Kogabayev, A. M. (2017, 4). The definition and classification of innovation. Retrieved from:https://www.researchgate.net/profile/Timur- Kogabayev/publication/318180953_The_definition_and_classification_of_innovation/links/5be03bf 692851c6b27a7ff46/The-definition-and-classification-of-innovation.pdf

4. Hakizimana, M. , Mukamana, V. , Bukuru, C. , Ntiranyibagira, A. , Niyonkuru, J. , Chensy-Koko, J. and Nzohabonayo, A. (2021) Ensuring Total Quality Management in Urban Housing Promotion Fund (FPHU) in Burundi. Modern Economy, 12, 1883-1895.

5. Feigenbaum, A. V. (1991). Total quality control. New York.

6. Urabe, K., Child, J., & Kagono, T. (Eds.). (1988). Innovation and management: International comparisons (Vol. 13). Walter de Gruyter.

7. Baregheh, A., Rowley, J., & Sambrook, S. (2009). Towards a multidisciplinary definition of innovation. Management decision, 47(8), 1323-1339.

8. Shahzad, M., Qu, Y., Zafar, A. U., Rehman, S. U., & Islam, T. (2020). Exploring the influence of knowledge management process on corporate sustainable performance through green innovation. Journal of Knowledge Management, 24(9), 2079-2106.

9. Sila, I., & Ebrahimpour, M. (2005). Critical linkages among TQM factors and business results. International journal of operations & production management, 25(11), 1123-1155.

10. Tari, J. J., Molina, J. F., & Castejón, J. L. (2007). The relationship between quality management practices and their effects on quality outcomes. European journal of operational research, 183(2), 483-501.

11. Udofia, E. E., Adejare, B. O., Olaore, G. O., & Udofia, E. E. (2021). Supply disruption in the wake of COVID-19 crisis and organisational performance: mediated by organisational productivity and customer satisfaction. Journal of Humanities and Applied Social Sciences, 3(5), 319-338.

12. Sahoo, S. (2020). Lean manufacturing practices and performance: the role of social and technical factors. International Journal of Quality & Reliability Management, 37(5), 732-754.

13. Lakhal, L., Pasin, F., & Limam, M. (2006). Quality management practices and their impact on performance. International Journal of Quality & Reliability Management, 23(6), 625-646.

14. Shafiq, M., Lasrado, F., & Hafeez, K. (2019). The effect of TQM on organisational performance: empirical evidence from the textile sector of a developing country using SEM. Total Quality Management & Business Excellence, 30(1-2), 31-52.

15. Al Shraah, A., Abu-Rumman, A., Al Madi, F., Alhammad, F. A. F., & AlJboor, A. A. (2022). The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan. The TQM Journal, 34(4), 605-626.

16. Yoo, G., Nissen, T. M., & Wander, M. M. (2006). Use of physical properties to predict the effects of tillage practices on organic matter dynamics in three Illinois soils. Journal of Environmental Quality, 35(4), 1576-1583.

17. Yang, Y., Wu, J., Zhao, S., Mao, Y., Zhang, J., Pan, X., ... & van der Ploeg, M. (2021). Impact of long‐term sub‐soiling tillage on soil porosity and soil physical properties in the soil profile. Land Degradation & Development, 32(10), 2892-2905.

18. Temtime, Z. T., & Solomon, G. H. (2002). Total quality management and the planning behavior of SMEs in developing economies. The TQM magazine, 14(3), 181-191.

19. Saraph, J. V., Benson, P. G., & Schroeder, R. G. (1989). An instrument for measuring the critical factors of quality management. Decision sciences, 20(4), 810-829.

20. Abbas, J. (2020). Impact of total quality management on corporate sustainability through the mediating effect of knowledge management. Journal of Cleaner Production, 244, 118806.

21. Egwunatum, S. I., Anumudu, A. C., Eze, E. C., & Awodele, I. A. (2021). Total quality management (TQM) implementation in the Nigerian construction industry. Engineering, Construction and Architectural Management, 29(1), 354-382.

22. Al-Haddad, S., & Kotnour, T. (2015). Integrating the organizational change literature: a model for successful change. Journal of organizational change management, 28(2), 234-262.

23. Shewhart, W. A., & Deming, W. E. (1986). Statistical method from the viewpoint of quality control. Courier Corporation.

24. Manghani, K. (2011). Quality assurance: Importance of systems and standard operating procedures. Perspectives in clinical research, 2(1), 34-37.

25. Wijewickrama, M. K. C. S., Chileshe, N., Rameezdeen, R., & Ochoa, J. J. (2021). Quality assurance in reverse logistics supply chain of demolition waste: A systematic literature review. Waste Management & Research, 39(1), 3-24.

26. Milakovich, M. E. (1991). Total quality management in the public sector. National Productivity Review, 10(2), 195-213.

27. Corbett, L. M., & Rastrick, K. N. (2000). Quality performance and organizational culture: A New Zealand study. International Journal of Quality & Reliability Management, 17(1), 14-26.

28. Jasti, N. V. K., & Kodali, R. (2015). A critical review of lean supply chain management frameworks: proposed framework. Production Planning & Control, 26(13), 1051-1068.

29. Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and psychological measurement, 30(3), 607-610.

30. Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook (p. 197). Springer Nature.

31. Ottenbacher, M., & Shaw, V. (2002). The role of employee management in NSD: Preliminary results from a study of the hospitality sector. In Proceedings of the 2002 Product Development and Management Association (PDMA) Research Conference, Orlando, USA (pp. 109-133).

32. Uzunbacak, H. H. (2015). THE IMPACTS OF EMPLOYEE EMPOWERMENT ON INNOVATION: A SURVEY ON ISPARTA AND BURDUR ORGANIZED INDUSTRIAL ZONES. Journal of International Social Research, 8(37).

33. Bouranta, N., Psomas, E., Suárez-Barraza, M. F., & Jaca, C. (2019). The key factors of total quality management in the service sector: a cross-cultural study. Benchmarking: An International Journal, 26(3), 893-921.

34. Wider W, Tanucan JCM, Lin J, Jiang L and Udang LN (2023) .Who makes a better university adjustment wingman: Parents or friends? PLoS ONE ,18(12): e0294658.

35. Nusraningrum D, Rahmawati A, Wider W, Jiang L and Udang LN (2024) Enhancing employee performance through motivation: the mediating roles of green work environments and engagement in Jakarta’s logistics sector. Front. Sociol. 9:1392229.


DOI: https://doi.org/10.59429/esp.v9i9.2691
(68 Abstract Views, 45 PDF Downloads)

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Lim Kim Yew, Tan Owee Kowang, Phung Thai Minh Trang, Sarana Photchanachan, Tee Poh Kiong

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.