期刊名称：The Journal of Sustainable Development in Africa (JSDA)
电子版ISSN：1520-5509
出版年度：2015
卷号：17
期号：6
页码：146
出版社：Institute of Sustainable Development in Africa
摘要：Total Quality Management (TQM) as a component o f Sustainable Development (SD) aims at effectively harnessing human and material resources of organizations in order to achieve set objectives. Using the service industry as a case study, the goal of TQM is customer satisfaction through quality delivery of services, operational performance and sustainability. This stud y examined the impact of TQM on customers' satisfaction with the services provided by hotels in Ilorin, Nigeria. Data were sourced through administration of survey questionnaires on eighty customers of hotels in Ilorin Metropolis. The respondents were selected using simple random and purposive sampling techniques. Linear Regression Analysis Model was used to analyze and test the research hypotheses. Overall results showed a positive relationship between TQM and customers' satisfaction. Based on the findings, it was recommended that more attention be devoted to the use of TQM in order to enhance custo mers' satisfaction and enhance SD in hotel industry.
关键词：Customer Satisfaction; Service Industry; Total Quality Management; Sustainable Develop ment; Accounting ; Technique
