The combined application of Quality Function Deployment and Pareto analysis for hotel services improvement

S.A. Oke, C.E. Ofiabulu, A.A. Banjo, O.G. Akanbi and F.A. Oyawale

International Journal of Productivity and Quality Management, 2008, vol. 3, issue 2, 241-262

Abstract: This paper discusses the combined application of Quality Function Deployment (QFD) and Pareto Analysis (PA) to hotel services. This paper improves the current quality management practices in a case study hotel. This results into increased customer patronage and improved hotel profit margin. PA is applied as a prioritisation tool for the purpose of financial investment decision. The study may be applicable to other hotels. It could also significantly affect the goodwill of the organisation as well as its profit margin. This paper is new, in that it appears to be the first application of Pareto cum QFD principles in hotel services, and a new way of prioritisation and quality improvement in hotels systems.

Keywords: quality improvement; quality function deployment; QFD; quality of service; QoS; house of quality; HOQ; Pareto analysis; customer patronage; hotel services; quality management; financial investment; investment decisions. (search for similar items in EconPapers)
Date: 2008
References: Add references at CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://www.inderscience.com/link.php?id=16567 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpqma:v:3:y:2008:i:2:p:241-262

Access Statistics for this article

More articles in International Journal of Productivity and Quality Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().