QUALITY MANAGEMENT INITIATIVES ON PRODUCTS AND CONSUMER EXPERIENCE

ABSTRACT

The quality of a product or service sets it apart from its competitors. Tools for quality management ensure changes to systems and procedures that provide higher-quality goods and services. Six Sigma is one of the most recent quality management efforts and has gained acceptance in numerous industries, including the hotel industry.Study has shown that it is not possible to meet the expectations of the customers for hotel services in general. A systematic survey based on the SERQUAL scale which includes five aspects (Tangibility, Reliability, Responsiveness, Assurance, and Empathy), a Six Sigma technique that can be used to improve consumer’s experience in the hotel industry especially in a developing country like Nigeria, was used. SPSS version 24.0 was used to analyze the data, and the results were presented in descriptive format.A study conducted by the American Hotel and Lodging Association (HWA) has found that hotel guests have the lowest levels of satisfaction with their service providers. The study suggests, among others that organization should render trustworthy services to customers, since this will earn them more loyal customers who will appreciate how steady, certain, and trustworthy their offerings are.