Developing a hierarchical model to enhance business excellence in hotel industry of Bangladesh

Rahman, Mahbubar and Islam, Rafikul and Wan Husain, Wan Rohaida and Ahmad, Khaliq (2019) Developing a hierarchical model to enhance business excellence in hotel industry of Bangladesh. International Journal of Contemporary Hospitality Management, 31 (4). pp. 1836-1856. ISSN 0959-6119

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Abstract

Purpose –This study develops a hierarchical model based on Malcolm Baldrige National Quality Award (MBNQA) that enables ranking of a number of quality dimensions for achieving business excellence in the hotel industry of Bangladesh. Design/methodology/approach – The study adopted a sequential mix method approach wherein semi-structured interviews with 24 participants were initially conducted in the qualitative stage to identify the quality dimensions. Subsequently, a questionnaire survey was carried out on 40 industry experts to prioritise the identified elements using the relative measurement of the Analytic Hierarchy Process (AHP), and 32 respondents were further surveyed to evaluate a selected number of hotels in Bangladesh applying the absolute measurement of AHP. Findings – The study uncovered 8 criteria during the qualitative stage together with 23 of their corresponding sub-criteria. Quality management emerged as the most crucial criterion, and a health and safety-security measure was the most important sub-criterion in addressing this criterion. It was also found that five-star hotels are performing well in Bangladesh compared to three-star and four-star hotels. Originality/value – The developed model is the unique one which can be used by Bangladeshi practitioners to measure performance of hotels. Moreover, it can be applied to measure performance of hotels in other countries as well with minor modification in the model framework.

Item Type:	Article (Journal)
Additional Information:	2887/73256
Uncontrolled Keywords:	Malcolm Baldrige National Quality Award, Hotel industry, Quality Dimensions
Subjects:	H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Institute of Islamic Banking & Finance (IIiBF) Kulliyyah of Economics and Management Sciences Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User:	Rafikul Islam
Date Deposited:	17 Jul 2019 12:25
Last Modified:	17 Jul 2019 12:27
URI:	http://irep.iium.edu.my/id/eprint/73256

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