Confirmatory analysis of total quality management (TQM) framework in selected buffet restaurants in Metro Manila
Date of Publication
2013
Document Type
Bachelor's Thesis
Degree Name
Bachelor of Science in Commerce Major in Business Management
Subject Categories
Business Administration, Management, and Operations
College
Ramon V. Del Rosario College of Business
Department/Unit
Business Management
Thesis Adviser
Brian Gozun
Defense Panel Chair
Alfredo Dimaano
Defense Panel Member
Richard Ko
Abstract/Summary
The purpose of this study is to analyze the quality assurance practices of selected buffet restaurants in Metro Manila and to affirm if these are in line with the Total Quality Management principles. Confirmatory research design was utilized in order to verify if management structures and patterns conform to the TQM framework and to collect relevant qualitative data. The research included an analysis on the current restaurant practices through in-depth interviews with the managers and an empirical short survey conducted for 300 randomly selected respondents. The TQM principles were the primary basis of creating a framework which was broken down to six variables including: leadership and commitment, continuous improvement, employee involvement, training & education, total customer satisfaction, and rewards and recognition.
Major findings indicate that overall quality is assured when all the TQM principles are being practiced in order to fulfill the dimensions of quality which were identified as the most explicit needs of the customers. Moreover, results revealed that consistency in terms of both food and services was the priority of all the selected buffet restaurants, parallel to the primary concern of the customers. Ultimately, the consolidated quality framework confirmed that the TQM principles are in line with the management practices of the selected buffet restaurant in Metro Manila.
Abstract Format
html
Language
English
Format
Accession Number
TU18274
Shelf Location
Archives, The Learning Commons, 12F, Henry Sy Sr. Hall
Physical Description
138 leaves : illustrations (some colored)
Recommended Citation
Banaag, J., Cua, B., Romulo, A., & Santiago, R. (2013). Confirmatory analysis of total quality management (TQM) framework in selected buffet restaurants in Metro Manila. Retrieved from https://animorepository.dlsu.edu.ph/etd_bachelors/17936
