IJTH International Journal of Tourism and Hospitality 2709-9768 SvedbergOpen ijth-1-1-003 Research Paper The implementation of Total Quality Management (TQM) in the hotel industry Al-AbabnehMukhles M. 1 * 1Department of Hotel and Tourism Management, Petra College for Tourism and Archaeology, Al-Hussein Bin Talal University, Jordan. E-mail: mukhles.ababneh@gmail.com *Corresponding author: Mukhles M. Al-Ababneh, Department of Hotel and Tourism Management, Petra College for Tourism and, Archaeology, Al-Hussein Bin Talal University, Jordan. E-mail: mukhles.ababneh@gmail.com 01 2021 1 1 24 34 Abstract

This study sets out to explore the Critical Success Factors (CSFs) necessary for Total Quality Management (TQM) implementation in hotels. It also aims to classify participating hotels into groups based on their TQM adoption by using cluster analysis. A quantitative survey method was applied. Data were collected from a sample of managers from four- and five-star hotels in Jordan, 170 questionnaires were distributed to managers and 104 usable questionnaires were returned. The findings revealed that TQM is existed and implemented in the hotel industry. The researcher then confirmed that four- and five-star hotels can be classified into two groups, namely, “high TQM adopters” and “low TQM adopters”.

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