Exploring the impact of quality management and application of information technologies on organisational performance – the case of Serbia and the wider region

Abstract

This study examines the impact of quality management and application of information technologies (IT) on organisational performance in transitional economies. Many studies involving these organisational aspects are carried out in the regions with developed capitalism. However, little is known about the nature of their effects in transitional conditions. The survey was conducted using a questionnaire on a sample of 160 organisations. The research model was empirically tested and found to be valid and reliable. The relationships between the dimensions of quality management, IT and organisational performance are examined using structural equation modelling. The findings of this study do not support the theoretical assumptions related to the direct effect of IT application on organisational performance. The mediating role of quality management is crucial for overcoming the shortcomings of IT application. Thus, it could be argued that the combined effect of quality management and IT application is determined and influenced by the market ‘climate’. The research results can be used as guidelines for the implementation of an integrated approach in the application of quality management in the IT context. In particular, managers should consider the application of quality management techniques for the improvement of IT quality.

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