TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION IN THE NIGERIAN HOSPITALITY INDUSTRY

Customer satisfaction has become a critical measure of organizational success in the hospitality industry, making the adoption of Total Quality Management (TQM) essential for improving service quality and achieving competitive advantage. Despite increasing implementation of TQM practices in Nigerian hotels, customer satisfaction remains inconsistent due to challenges such as poor service delivery, inadequate employee involvement, and weak leadership commitment. This study examined the influence of Total Quality Management on customer satisfaction in the Nigerian hospitality industry. A descriptive survey research design was adopted, and data were collected from 250 respondents comprising hotel customers and management staff using a structured questionnaire titled Total Quality Management and Customer Satisfaction Questionnaire (TQMCSQ), out of which 235 were valid for analysis. The instrument yielded a reliability coefficient of 0.87. Data were analyzed using descriptive statistics and Spearman Rank Order Correlation Coefficient at a 0.05 level of significance. The findings revealed that leadership commitment and employee involvement significantly influence customer satisfaction in the Nigerian hospitality industry. Specifically, leadership commitment was found to enhance service quality through effective supervision and quality-oriented management, while employee involvement improved service delivery through staff participation, empowerment, and teamwork. The study concludes that effective implementation of Total Quality Management practices is essential for enhancing customer satisfaction, improving service quality, and strengthening the competitiveness of hospitality organizations in Nigeria. It recommends that hotel management strengthen leadership commitment to quality improvement initiatives and promote greater employee involvement through regular training, empowerment, and participatory decision-making.