Selecting Total Quality Management (TQM) Best Practices in the Hotel Industry Environment: A Hybrid Model based on DEMATEL and ANP

Document Type : Research Paper


1 Sunway Business School, Sunway University, Sunway City, Selangor, Malaysia.

2 Faculty of Economics and Business, Universiti Malaysia Sarawak, 94300 Kota Samarahan, Sarawak.

3 UKM Graduate School of Business, Universiti Kebangsaan Malaysia, Malaysia

4 Centre for Australian Degree Programs, INTI International College Penang, Bukit Jambul, Malaysia and Inti International University, Nilai, Malaysia


Recently, developing strategies for sustainable development (SD) in the hotel industry has been seen globally as a crucial issue. Numerous management systems can assist the hotel industry in creating sustainable performance, such as Total Quality Management (TQM) which is well-reputed in the industry. As such, selecting TQM under an evolving hotel industry environment is seen as an important decision from a strategic perspective given it constitutes contradictory practices, thereby making it a multi-criteria decision-making (MCDM) issue. In achieving this aim, a Decision-Making Trial and Evaluation Laboratory (DEMATEL) approach was adopted in determining the inter-relationships between the primary practices and sub-practices in addition to applying the Analytic Network Process (ANP) for examining the weights of primary practices and sub-practices. In other words, this study aims to provide innovative insight to researchers and practitioners to examine the TQM optimal practices to be implemented incrementally in phases within the hotel industry environment.


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