Publication:
Performance excellence measurement framework : a study of hotel industry in Bangladesh

dc.contributor.affiliation#PLACEHOLDER_PARENT_METADATA_VALUE#en_US
dc.contributor.authorRahman, Md. Mahbubaren_US
dc.date.accessioned2024-10-04T08:18:58Z
dc.date.available2024-10-04T08:18:58Z
dc.date.issued2018
dc.description.abstractThe past decades have seen the development of numerous quality awards and excellence frameworks such as ISO, Deming Prize, Malcolm Baldrige National Quality Award (MBNQA), and European Foundation Quality Management (EFQM). More than 80 countries have successfully applied these frameworks in various sectors to achieve excellence in their businesses. Most of the Asian countries follow the MBNQA with little modification. However, the business sector in Bangladesh displayed limited efforts in following a framework for measuring performance excellence in a structured and systematic manner. This study filled the void by developing a framework that enables ranking of the criteria and sub-criteria for achieving business excellence in the hotel industry of Bangladesh. The specific objectives of the study are to: (1) identify the most frequently used business excellence models that can be used as theories for developing a performance excellence measurement framework for the hotel industry of Bangladesh, (2) identify the necessary criteria and sub-criteria to develop a new framework for the hotel industry, (3) prioritise the criteria and sub-criteria in the course of developing the new performance excellence measurement framework, and (4) operationalise the new framework and evaluate the performance level of some selected hotels in Bangladesh. This study adapted the sequential mix method process by combining qualitative and quantitative approaches. Semi structured interviews with 24 participants were initially conducted to identify the criteria and sub-criteria. Subsequently, a questionnaire survey was carried out on 40 respondents to prioritise the identified criteria and sub-criteria, and 32 respondents were further surveyed to evaluate a selected number of hotels. Data for all three stages were accumulated from internal and external stakeholders of Bangladesh’s hotel industry ranging from policy makers, quality management experts, experienced hotel guests, and top and middle-level hotel executives. Thematic analysis was used during the qualitative stage and eight criteria were uncovered namely: Top Management Commitment and Leadership, Strategic Planning, Service Process Management, Employee Focus, Customer/Guest Focus, Quality Management, Communication, and Business Results together with their corresponding sub-criteria. Subsequently, the relative measurement of Analytic Hierarchy Process (AHP) was applied to prioritise these identified criteria and sub-criteria. Quality Management emerged as the most crucial criterion, and Health and Safety-Security Measures was the most important sub-criterion in addressing this criterion. Additionally, using the absolute measurement of AHP, Hotel Radisson Blu of Chittagong was identified as the best performing hotel among the selected hotels. The performance excellence measurement framework developed for hotel industry is a unique one which can be used by practitioners to evaluate performance of hotels. Though the framework has been developed in the context of Bangladesh, however, the framework can be applied to measure performance of hotels in other countries as well with minor modifications.en_US
dc.description.callnumbert HD 62.15 R147P 2018en_US
dc.description.degreelevelDoctoral
dc.description.identifierThesis : Performance excellence measurement framework : a study of hotel industry in Bangladesh /by Md. Mahbubar Rahmanen_US
dc.description.identityt11100384994MdMahbubarRahmanen_US
dc.description.kulliyahKulliyyah of Economics and Management Sciencesen_US
dc.description.notesThesis (Ph.D)--International Islamic University Malaysia, 2018.en_US
dc.description.physicaldescriptionxxii, 347 leaves :illustrations ;30cm.en_US
dc.description.programmeDoctor of Philosophy (Business Administration)en_US
dc.identifier.urihttps://studentrepo.iium.edu.my/handle/123456789/2005
dc.identifier.urlhttps://lib.iium.edu.my/mom/services/mom/document/getFile/VNsF29aKMmm3EUSGPFz8PpgvAyfjDrTh20180719125426953
dc.language.isoenen_US
dc.publisherKuala Lumpur :International Islamic University Malaysia,2018en_US
dc.rightsCopyright International Islamic University Malaysia
dc.subject.lcshTotal quality management -- Bangladeshen_US
dc.subject.lcshHotel management -- Bangladeshen_US
dc.subject.lcshHotels -- Bangladeshen_US
dc.titlePerformance excellence measurement framework : a study of hotel industry in Bangladeshen_US
dc.typeDoctoral Thesisen_US
dspace.entity.typePublication

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