Revue des reformes Economique et intégration dans l’économie mondiale
Volume 7, Numéro 14, Pages 81-110
2013-12-07
اهمية تطبيق إدارة الجودة الشاملة في الفنادق الجزائرية دراسة ميدانية على مجموعة من الفنادق بولاية بسكرة -الجزائر
الكاتب : بن عيشي عمار .
الملخص
Abstract: This study aims to determine the importance of applying the principles of total quality management in hotels Algerian. For achieving this, the researcher has selected a random sample of 40 workers from the community of study which is represented by the number of workers employed in Algerian hotels ,case of Biskra city. A questionnaire which has been verified to prove its sincerity and persistence, was distributed to them, and it included over 21 items. By entering the data into the computer and processing it using the statistical program SPSS, the study found the following results: _The workers in Algerian hotels are aware of the importance of applying the principles of total quality management which are: the focus on the customer, the continuous improvement, the commitment of top management ,and the teams work. _There are no differences in the trends of workers in Algerian hotels concerning their awareness of the importance of applying the principles of total quality management due to the variable of age, education level, job type, and experience.
الكلمات المفتاحية
Key words: quality, Total Quality Management, Hotels
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Ali Ziki
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