Total Quality Management (TQM) Practices in Achieving Hospitality Excellence in the UAE

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Author(s): Varinder Singh Rana (City University, Ajman, UAE), Balbir Chand (Mughal Mahal Restaurant, Kuwait), Iness Seddiqui (City University, Ajman, UAE)and Nour Mazloum (City University, Ajman, UAE)
Copyright: 2026
Pages: 16
Source title: Marketing Strategies for Total Quality Management in Hospitality Excellence
Source Author(s)/Editor(s): Varinder Singh Rana (City University, Ajman, UAE), Babeet Gupta (City University, Ajman, UAE), Nittan Arora (CT Institute of Management and Technology, India)and Beenish Shameem (City University, Ajman, UAE)
DOI: 10.4018/979-8-3693-8608-8.ch015

Keywords: Business & Management / Business Science Reference / Hospitality, Travel, and Tourism Management / Marketing

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Abstract

The hospitality industry in the United Arab Emirates (UAE) has witnessed unprecedented growth, driven by a global influx of tourists and a strong emphasis on service quality. This study explores the application of Total Quality Management (TQM) practices within the UAE's hospitality sector and evaluates their role in achieving service excellence. Using a mixed-methods approach, data were collected through surveys and interviews from 125 hospitality professionals across major UAE cities. The findings reveal a strong positive relationship between TQM components—leadership commitment, employee involvement, and customer focus—and perceived service quality dimensions such as responsiveness, assurance, and empathy.

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