TOTAL QUALITY MANAGEMENT AND ORGANIZATIONAL DEVELOPMENT IN THE HOSPITALITY INDUSTRY

ABSTRACT

The main objective of this study is to analyze the relationship between total quality management and organizational development in the hospitality industry in Nigeria, with a focus on the restaurant industry. The main objective was broken down to four objectives, that is to determine the extent to which customer satisfaction influences organizational development, to examine the extent to which employee commitment influences organizational development, to determine the extent to which supplier quality management influences organizational development and to analyze the effect of process improvement on organizational development. This study used a descriptive survey research design. With an indefinite population size, the study used convenience sampling and administered questionnaires to a population sample consisting of the employees of selected restaurant in Benin City, Edo state, Nigeria. The study shows that customer satisfaction is positively influenced by Total quality management, the study also reveals that employee commitment, supplier quality management and process improvement enhances and positively influences organizational development. In essence the study implies that total quality management has a positive impact on organizational development in restaurants, this therefore recommends that managers should engage in TQM practices, working together with efficient and committed employees to enhance development in their organizations.