Study on Total Quality Management Activities in Taiwan Tourism Factories

Yi-Chan Chung


As competition becomes increasingly fierce, how to integrate the concept of information technology involvement into total quality management activities and better serve the customers, thus increasing the effectiveness of their services, has become an important focus for many tourism factories in their selection of an appropriate operational strategy. With the tourism factories in Taiwan as the subjects, this study was therefore set out to investigate the impact of operational strategies, information technology involvement and motivation on the executive degree of total quality management (TQM) activities, as well as the correlation between the executive degree of TQM activities and operational performance. This research was conducted from March to April 2016 using 56 effective questionnaires through a questionnaire survey method. According to the research findings, the higher the executive degree of TQM activities was, the more significant a positive impact it would have on operational performance; the execution of differentiation strategies would have a positive impact on the execution of TQM activities; the more a company was involved in information technology, the more significant a positive impact it would have on the execution of TQM activities; the higher the intrinsic motivation was, the more significant a positive impact it would have on the executive degrees of TQM activities. It is therefore advisable for tourism factories to implement TQM activities, adopt differentiation strategies, seek greater information technology involvement and become more strongly motivated toward TQM implementation in order to improve operational performance.  


Information technology, operational performance, operational strategy, total quality management.

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