Developing a hierarchical model based on quality dimensions to enhance business excellence in hotel industry of Bangladesh

This study develops a model based on Malcolm Baldrige National Quality Award (MBNQA) that enables ranking of the quality dimensions for achieving business excellence in the hotel industry of Bangladesh. The study adopted a sequential mix method approach. Semi structured interviews with 24 participan...

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Main Authors:	Islam, Rafikul, Rahman, Mahbubar, Wan Husain, Wan Rohaida, Mohd. Israil, Khaliq Ahmad
Format:	Conference or Workshop Item
Language:	English English
Published:	Academy for Global Business Advances (AGBA) 2017
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/65975/ http://irep.iium.edu.my/65975/ http://irep.iium.edu.my/65975/1/AGBA%20in%20Kenya.pdf http://irep.iium.edu.my/65975/24/65975%20Developing%20a%20hierarchical%20model%20based%20on%20quality%20dimensions%20to%20enhance%20business%20excellence%20in%20hotel%20industry.pdf

id	iium-65975
recordtype	eprints
spelling	iium-659752018-10-02T08:50:21Z http://irep.iium.edu.my/65975/ Developing a hierarchical model based on quality dimensions to enhance business excellence in hotel industry of Bangladesh Islam, Rafikul Rahman, Mahbubar Wan Husain, Wan Rohaida Mohd. Israil, Khaliq Ahmad HF5001 Business. Business Administration This study develops a model based on Malcolm Baldrige National Quality Award (MBNQA) that enables ranking of the quality dimensions for achieving business excellence in the hotel industry of Bangladesh. The study adopted a sequential mix method approach. Semi structured interviews with 24 participants were initially conducted to identify the quality dimensions. Subsequently, a questionnaire survey was carried out on 40 respondents to prioritise the identified elements, and 32 respondents were further surveyed to evaluate a selected number of hotels in Bangladesh. Data for all three phases were collected from different stakeholders ranging from policy makers, quality management experts, experienced hotel guests, and top and middle-level hotel executives. Thematic analysis was used during the qualitative stage. Subsequently, the relative measurement of Analytic Hierarchy Process (AHP) and the absolute measurement of AHP were applied in the second and third phases of data collection and analysis. The study uncovered eight criteria namely: top management commitment and leadership, strategic planning, service process management, employee focus, customer/guest focus, quality management, communication, and business results during the qualitative stage together with their corresponding sub-criteria. Hotel Radisson Blu of Chittagong was identified as the best performing hotel among the selected hotels. The study did not stop by developing the model only but it has also shown how this model can be applied in practice. The business excellence model developed for hotel industry can be used by Bangladeshi practitioners to measure performance of hotels. Moreover, the model is generic enough that can be applied to measure performance of hotels in other countries with minor modifications in the model framework. Academy for Global Business Advances (AGBA) 2017 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/65975/1/AGBA%20in%20Kenya.pdf application/pdf en http://irep.iium.edu.my/65975/24/65975%20Developing%20a%20hierarchical%20model%20based%20on%20quality%20dimensions%20to%20enhance%20business%20excellence%20in%20hotel%20industry.pdf Islam, Rafikul and Rahman, Mahbubar and Wan Husain, Wan Rohaida and Mohd. Israil, Khaliq Ahmad (2017) Developing a hierarchical model based on quality dimensions to enhance business excellence in hotel industry of Bangladesh. In: 14th Association for Global Business Advancement (AGBA) World Congress, 23-25 November, 2017, Eldoret City, Kenya. http://www.agba.us/pdf/Final_2017_agba_conference_proceedings.pdf
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Islam, Rafikul Rahman, Mahbubar Wan Husain, Wan Rohaida Mohd. Israil, Khaliq Ahmad Developing a hierarchical model based on quality dimensions to enhance business excellence in hotel industry of Bangladesh
description	This study develops a model based on Malcolm Baldrige National Quality Award (MBNQA) that enables ranking of the quality dimensions for achieving business excellence in the hotel industry of Bangladesh. The study adopted a sequential mix method approach. Semi structured interviews with 24 participants were initially conducted to identify the quality dimensions. Subsequently, a questionnaire survey was carried out on 40 respondents to prioritise the identified elements, and 32 respondents were further surveyed to evaluate a selected number of hotels in Bangladesh. Data for all three phases were collected from different stakeholders ranging from policy makers, quality management experts, experienced hotel guests, and top and middle-level hotel executives. Thematic analysis was used during the qualitative stage. Subsequently, the relative measurement of Analytic Hierarchy Process (AHP) and the absolute measurement of AHP were applied in the second and third phases of data collection and analysis. The study uncovered eight criteria namely: top management commitment and leadership, strategic planning, service process management, employee focus, customer/guest focus, quality management, communication, and business results during the qualitative stage together with their corresponding sub-criteria. Hotel Radisson Blu of Chittagong was identified as the best performing hotel among the selected hotels. The study did not stop by developing the model only but it has also shown how this model can be applied in practice. The business excellence model developed for hotel industry can be used by Bangladeshi practitioners to measure performance of hotels. Moreover, the model is generic enough that can be applied to measure performance of hotels in other countries with minor modifications in the model framework.
format	Conference or Workshop Item
author	Islam, Rafikul Rahman, Mahbubar Wan Husain, Wan Rohaida Mohd. Israil, Khaliq Ahmad
author_facet	Islam, Rafikul Rahman, Mahbubar Wan Husain, Wan Rohaida Mohd. Israil, Khaliq Ahmad
author_sort	Islam, Rafikul
title	Developing a hierarchical model based on quality dimensions to enhance business excellence in hotel industry of Bangladesh
title_short	Developing a hierarchical model based on quality dimensions to enhance business excellence in hotel industry of Bangladesh
title_full	Developing a hierarchical model based on quality dimensions to enhance business excellence in hotel industry of Bangladesh
title_fullStr	Developing a hierarchical model based on quality dimensions to enhance business excellence in hotel industry of Bangladesh
title_full_unstemmed	Developing a hierarchical model based on quality dimensions to enhance business excellence in hotel industry of Bangladesh
title_sort	developing a hierarchical model based on quality dimensions to enhance business excellence in hotel industry of bangladesh
publisher	Academy for Global Business Advances (AGBA)
publishDate	2017
url	http://irep.iium.edu.my/65975/ http://irep.iium.edu.my/65975/ http://irep.iium.edu.my/65975/1/AGBA%20in%20Kenya.pdf http://irep.iium.edu.my/65975/24/65975%20Developing%20a%20hierarchical%20model%20based%20on%20quality%20dimensions%20to%20enhance%20business%20excellence%20in%20hotel%20industry.pdf
first_indexed	2023-09-18T21:33:37Z
last_indexed	2023-09-18T21:33:37Z
_version_	1777412674950266880

Developing a hierarchical model based on quality dimensions to enhance business excellence in hotel industry of Bangladesh

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