The effects of Total Quality Management and Supply Chain Management on Service Delivery in Hotel: A Comparative Study of Selected (Ethiopia) Private and (Ghion) Government hotel.
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Date
2024-10
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Addis Ababa University
Abstract
The main objective of the study was to assess “The effects of total quality management and Supply Chain Management on service delivery in hotel: A Comparative Study of Selected Private (Ethiopia) and Government (Ghion) hotel” is investigated. Supply chain management practice is one of the functions accomplished in the company among other practices. The research model is drawn from the literature review section and some empirical studies. The target population of this study was 485 selected employees, Sampling technique of this study was Measurements of a portion of the population and Sampling Size Determination of this study used (Yemane, 1967) calculation formula used for both (Ethiopian hotel) private and (Ghion) government hotel industry. To achieve the above objectives, primary data was collected through questionnaire to the employee of the hotels, different hotel officials and the guest of each hotel for elicited their opinions and idea and through questionnaire for Addis Ababa Gihon and Ethiopia hotel area employer and Secondary data from journals, articles, newspaper, internet, books ,Hotel manuals and different work format was referred for further triangulation of the data sources was referred for further triangulation of the data sources. The study used Descriptive and explanatory research design to gain better understanding, Mixed Research Approach to inquiry involving collecting both quantitative and qualitative data, integrating the two forms of data, and using distinct designs that may involve philosophical assumptions and theoretical frameworks and SPSS version 27 for data analysis to determine the relationship and the effect of two variables. Finding showed that supply chain management has statistically significant effect on service delivery in Ethiopia hotel (private) than Ghion hotel (government). The other findings of the study were TQM practices, which take note of the importance of continuous training of staff, giving priority to customer needs and the need for top management leadership in the adoption and execution of TQM Ghion hotel (government) has more practiced than Ethiopia hotel (private). Therefore, the study recommends that SCM is highly important to Addis Ababa Ethiopia hotel (government) need to give high emphasis on it. The company must give priority to quality and cost efficiency of the service delivery for better profits. The company as much as possible should work for further enhancement of the management of the supply chain activity.
Keywords: Hotel Industry, Supply Chain Management SCM, Total Quality Management TQM, Service Delivery and Firm Competitiveness