TQM as a Focus for Improving Overall Service Performance and Customer Satisfaction: an Empirical Study on a Public Service Sector in Malaysia

Arawati Agus

70 citations0/0 files storedTotal Quality Management & Business Excellence

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Quality and Supply Management Customer Service Quality and Loyalty Management Systems and Quality Improvement

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.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 70 citations exist upstream.

References

1951Coefficient Alpha and the Internal Structure of Tests 1979A Paradigm for Developing Better Measures of Marketing Constructs 1973A Reliability Coefficient for Maximum Likelihood Factor Analysis 1991Assessing Construct Validity in Organizational Research 1995Total quality management as competitive advantage: A review and empirical study 1996Development and Validation of TQM Implementation Constructs 1992INTEGRATED MANUFACTURING AND HUMAN RESOURCE MANAGEMENT: A HUMAN CAPITAL PERSPECTIVE.1990Economic Development Review

Cited by

2008The relationship between Business Excellence and Performance – An empirical study using Kanji's Leadership Excellence Model 2006Comparing Quality Management Practices between the United States and Mexico 2009Customer satisfaction study via a latent segment model 2014Quality Management and Its Role in Improving Service Quality in Public Sector 2014Relationship between TQM Dimensions and Organizational Performance

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.