Study on the KSFs of TTQS introduction in international hotels in Taiwan

Abstract

This study explores the KSFs of TTQS, as introduced in international hotels in Taiwan. The method to carry out this study was using a survey AHP method. The findings of this study are, as follows: (1) Order of importance of the four dimensions: organizational management, training design, training execution, and result assessment, shows that when introducing TTQS, tourist hotels must first focus on reforming the organizational system. They should change the previous model to authorize training of the operational department. The training department should not play a passive role, and must establish a systematic training model with documents to dominate, as well as assist and audit training operations. (2) Among the 19 key factors of the sub-dimensions, the top 5 are high-ranking supervisors’ high degree of support and participation, TTQS knowledge of persons in charge, connection between target members’ and organizational needs, specific training goals before training, and regular training organization experience before introduction of TTQS. Based on the order, “high-ranking supervisors’ support and participation” is the most important factor for organizations to introduce the TTQS system.