ABSTRACT

Hotel industry business in the past evidence has shown that Total Quality Management programs have failed because the success factors were not in place. In order for hotel business to increase performance, the critical success factors of Total Quality Management should be implemented well. These factors appear to be compatible with successful Total Quality Management implementation programs in the hotel industry. They represent strategic elements, people involvement, emphasis on communication, a focus on the customer, and an awareness of the external market, the need to develop supplier partnerships, measurement and emphasis on developing a culture for quality improvement. The objectives of the study were; establish the influence of top management commitment on performance of 5-star hotels business in Nairobi; determine the effect of rating on performance of 5-star hotels business in Nairobi; evaluate the effect of technology on performance of 5-star hotels business in Nairobi and find out the effect of organizational culture on performance of 5-star hotels business in Nairobi. The study will be of significance to 5 star hotels as it has highlighted the critical success factors that have slowed down Total Quality Management implementation and organizational performance, it will enable the hotels to streamline these factors so as to provide quality services to its clients and thus improve on general performance. The study will be of great significance to hotel investors as knowing merits and demerits of Total Quality Management critical factors will enable them to implement effectively Total Quality Management practices in their endeavors. The study could be limited by lack of information on TQM by the respondents targeted for the study. This study used the Institutional theory developed by Hoffman 2014 and correlation research design was used. The target population was 87 that comprised of management and employees of 5-star hotels in Nairobi Central Business District. The desired sample size was obtained using census and comprised of 87 respondents. The study then employed purposive and stratified sampling to select management staff members and simple random sampling to select employees of the 5-star hotels who participated in the study. Data collection was done by use of semi-structured questionnaires and interview schedules. Secondary data was obtained from documented sources in the form of previous researches done elsewhere but of similar nature. Data was analyzed using descriptive and inferential statistics and presented using tables and frequencies.