TQM as a focus for improving overall service performance and customer satisfaction

An empirical study on a public service sector in Malaysia

Research output: Contribution to journalArticle

34 Citations (Scopus)

Abstract

This paper is based on the result of a TQM study aimed at identifying the relationship between TQM and overall performance as well as the strength of their manifest indicators. Several studies have proven that TQM practices have a significantly positive impact on organizational performances. This study sought to enhance the understandings of relationships between TQM practices and the overall performance of a public service sector in Malaysia. Statistical methods include reliability analysis, correlation analysis, and a structural equation modelling. The results of this study highlight strong and positive association between TQM, overall service performance and customer satisfaction and suggest that an emphasis on quality would result in organizational gains. The findings suggest that employee focus is a very important factor in TQM implementations followed by training, customer focus, benchmarking and top management commitment. The results also exhibit the unique contribution of TQM towards service performance and customer satisfaction.

Original languageEnglish
Pages (from-to)615-628
Number of pages14
JournalTotal Quality Management and Business Excellence
Volume15
Issue number5-6
Publication statusPublished - Jul 2004

Fingerprint

Total quality management
Public services
Empirical study
Service sector
Customer satisfaction
Malaysia
Service performance
Factors
Correlation analysis
Management commitment
Customer focus
Structural equation modeling
Statistical methods
Benchmarking
Organizational performance
Top management
Employees

Keywords

  • Customer satisfaction
  • Service performance

ASJC Scopus subject areas

  • Business, Management and Accounting(all)

Cite this

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