Evaluating Employees’ Perception of Quality Management in Travel Agencies and Its Impact on Their Performance (Applied On Egyptian Travel Agencies)

Document Type : Original Article


1 Researcher, Faculty of Tourism and Hotels, Luxor University, Egypt

2 Faculty of Tourism and Hotels, Luxor University, Egypt


Employees' perception of TQM plays a vital role in the effective adoption of TQM philosophy. The benefits of employees' perception of TQM are creating improved quality and efficiency, increasing employees' satisfaction and facilitating the practices of TQM. This research aims to evaluate employees' perception of quality management in travel agencies and its impact ‎on their performance. In this research, a quantitative approach has been used by distributing questionnaires among employees of travel agencies. The study's population consisted of all the employees of Egyptian travel agencies category A in Cairo and Luxor. The research has utilized a questionnaire distributed among 400 employees. The number of valid answered questionnaires reached 400, representing 100% of the distributed ones. SPSS, version 25, was used to analyze the collected data. The results exposed that the level of employees' perception of TQM in Egyptian travel agencies is high. There is a significant and moderate positive correlation between employee ‎performance and TQM. The research recommends that travel agencies introduce TQM knowledge to employees regularly. Considering the recent advances conducted in this field, regular evaluation of employee perception of TQM will define the required training programs needed for enhancing employees' performance.