Document Type : Research Article


1 Assistant Professors in Commerce, CHRIST (Deemed to be University)

2 Assistant Professor, Department of Studies and Research in Commerce, Post Graduate Centre, Kuvempu University, Chikmagalur, Karnataka, India.


The tourism and travel industry in India is growing at a drastic pace and is having a countable
contribution to the GDP. The Foreign Tourists Arrival to India has increased by 23.77% since
last 5 years yet in Karnataka state there is a downtrend in Tourist Visit. The major components of
tourism and travel industry includes destination, food and accommodation, guides and brokers
etc. and among them food and accommodation is provided by hotels which is a vital influencing
factor in comforting the tourists away from nest and plays a leading role in boosting the tourist
traffic to the destination. Therefore it pinches the question on to what extent the star hotels are
providing quality services and how hotels are performing to support the tourism and travel
industry. Hence the study focused on empirically investigate implementation of Total Quality
Management which is the most used quality management technique for providing quality
services among the star hotel and its impact on hotel performance.
The sample of star hotels was selected through tippet random sampling technique and the data
was collected through structured TQM questionnaire which were distributed to hoteliers and
employees. The hypothesis was tested with SEM analysis and the elements of TQM practices
showed a positive relationship with key performance indicators of star hotels. Further the present
study suggests the importance of proper planning and communicating as priority before starting
TQM implementation, opting the right leadership style and consistency in innovation and
management for reaping the benefits of TQM and improving hotel performance