Management Specialized in Quality Management and Organizational Excellence
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Browsing Management Specialized in Quality Management and Organizational Excellence by Author "Ethiopia, Legesse (PhD)"
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Item Assessment of Service Quality and Employee Engagement: The Case of Five Star Hotels in Ethiopia(Addis Ababa University, 2018-06) Kalkidan, Solomon; Ethiopia, Legesse (PhD)The Hotel industry has been growing fast in Addis Ababa, Ethiopia in the past years. This is attributed to the fast economic growth and associated matters relate to conference tourism, increased flow of tourism and globalization. There are growing concerns about quality of services provided by 5 star hotels. Hence, the main objective of this research is to explore quality of service provided by 5 star hotels in Addis Ababa and to assess the relationship between employee engagement and improvement in quality of service and employee satisfaction. The research design of this study is qualitative exploratory research design. All of the seven 5 star Hotels found in Addis Ababa were included in the study. As two of the hotels were not willing to participate in the study, primary data was collected from five of the hotels. To complement this, information from the tripadvisor website was utilized. Primary data was collected from in-depth interview conducted with 15 interviewees. The findings of this study revealed that the quality of service provided by most of the 5 star hotels in Addis Ababa is generally good. Inconsistent and low speed internet service and lack of adequate parking area are the two major problems of the 5 star hotels. In addition, low quality complimentary breakfast and limitations with regard to providing correct and comprehensive information are also problems. Employees generally participate in providing feedbacks that help to improve quality of service to their supervisors but decisions are mainly made by higher level managers. Positive relationship is observed between employee engagement and improvements in quality of service and satisfaction of employees is identified. Addressing the problem of internet connectivity, shortage of parking space, and quality of complementary breakfast need to be improved to enhance quality of services provided by 5 star hotels. Engaging employees at different levels is also necessary to enhance employees’ satisfaction and service quality.Item Effect of Total Quality Management Practices on Employees’ Service Recovery Performance in the Case of Ethio Telecom(2018-06) Firehiwot, Dejene; Ethiopia, Legesse (PhD)The purpose of this study is to examine the effect of Total Quality Management on employees’ service recovery performance in ethio telecom. Service failure is inevitable and quality will not be high all the time because of different internal and external problems. Thus, service organizations needs to prepare for failures by adopting a well-planned recovery strategy. Previous empirical studies revealed that successful implementation of Total Quality Management benefited organization through improving organizational performance in many dimensions like service quality, customer satisfaction, financial performance, operational performance. However, there is a lack of study on the effect of total quality management on service recovery performance in Ethiopia as well as globally which in turn result knowledge gap. Therefore, this study aims to bridge this gap in literature and knowledge. The study employs an explanatory and descriptive research design and uses quantitative approach. A survey is conducted by using structured close ended questionnaires which is distributed to 232 ethio telecom employees. Descriptive, correlation and multiple regression statistical tools were used to examine the relationship between Total Quality Management and Service Recovery Performance. The result of the this study revealed that there is positive and significant relationship between Total Quality Management and overall employees’ service recovery performance and among Total Quality management Practices, top management commitment and customer focus revealed to be best predictors to explaining the overall employees’ Service Recovery Performance. Thus this study recommended that ethio telecom mangers have to give more attention in their managerial function to successful implementation of TQM practices to successful service recovery for higher levels of customer satisfaction in the industry.Item Total Quality Management (TQM), Competitive Advantage and Ownership in Ethiopian Construction sector(Addis Ababa University, 2019-01) Netsanet, Berhanu; Ethiopia, Legesse (PhD)The aim of this study is to examine the effect of TQM on competitive advantage and ownership in construction firms in Ethiopia. The main objective of this study is to determine whether ownership type (foreign Vs local) construction firms apply the practice of total quality management system (TQM) in their perspective firms and consequently whether ownership status affects the competitive advantage of the firm. The research method utilized in this study is mixed method approach which includes both quantitative and qualitative data collection techniques, and analysis procedures. The study employs descriptive and explanatory (descripto-explanatory) research design for quantitative approach and exploratory research design for qualitative approach. A survey questionnaire and interview questioner is designed based on the research questions, objectives and literature review in which is distributed to 69 firms and 51 questioners were collected. Descriptive, correlation, linear multiple regression and independent sample t- test statistical tools were used to examine the relationship between Total Quality Management and ownership and also the relationship between Total Quality Management and competitive advantage. Based on the results The result of the research supports the expectation that firms with good TQM practice in both foreign and local owned firms gives better competitive advantage.