دور إدارة الجودة الشاملة في تحقيق الميزة التنافسية للمنشآت الفندقية دراسة ميدانية على فنادق الخمس نجوم في الساحل السوري
Abstract
يهدف البحث إلى دراسة دور إدارة الجودة الشاملة في تحقيق الميزة التنافسية للمنشآت الفندقية من خلال إجراء دراسة ميدانية على فنادق الخمس نجوم في الساحل السوري. اعتمد البحث على المنهج الوصفي. وشمل مجتمع الدراسة جميع العاملين الإداريين في فنادق الخمس نجوم في الساحل السوري, والذين يشغلون المواقع الوظيفية (إدارة عليا، إدارة وسطى، إدارة مباشرة), حيث بلغ عددهم (153) عاملاً إدارياً, تمّ توزيع الاستبانات عليهم, وتمّ استرداد (146) استبانة كاملة وصالحة للتحليل الإحصائي, وبنسبة استجابة بلغت (95.42%). توصلت الدراسة إلى مجموعة من النتائج أهمها: وجود علاقة طردية وقوية بين عناصر إدارة الجودة الشاملة (دعم إدارة الفندق, التحسين المستمر, تمكين الموظف وفرق العمل, التحفيز ومكافأة الأداء, ضمان جودة الخدمة, تقييم الأداء) مجتمعة على الميزة التنافسية في الفنادق محل الدراسة, حيث أنّ (70.4%) من التغيرات الحاصلة في الميزة التنافسية يفسرها تطبيق عناصر إدارة الجودة الشاملة في الفنادق محل الدراسة. This research aims to study the role of Total Quality Management in Achieve competitive advantage of hotel facilities by conducting a field study on the Five-star hotels In the Syrian Coast, this research adopted Descriptive method. the study community included All administrative staff in the Five-star hotels In the Syrian Coast Who occupy functional sites ( Senior management , middle management , direct management) Where numbered 153 Administrative worker .Questionnaires were distributed, and 146 complete questionnaire and valid for statistical analysis were recovered in Response rate reached 95.42%, this study Reached a Set of results , the most important is: There is a positive and strong relationship between total quality management elements (hotel management support, continuous improvement, empowerment of the employee and the teams work, motivation and reward performance, ensure quality of service, performance) Combined on Competitive advantage in hotels under study whereas 70.4% of the Ongoing changes in Competitive advantage Interpret the application of total quality management elements in hotels under study.Downloads
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