Information systems in purchasing: the impact on internal customer satisfaction within a quality management framework

2007 ◽  
Vol 3 (2) ◽  
pp. 172
Author(s):  
David Hemsworth ◽  
Cristobal Sanchez Rodriguez ◽  
Bruce Bidgood
Keyword(s):  
Information Systems ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Management Framework ◽  
Internal Customer ◽  
The Impact

Quality management benefits through the “soft” and “hard” aspect of TQM in food companies

2014 ◽  
Vol 26 (5) ◽  
pp. 431-444 ◽  
Author(s):  
Evangelos Psomas ◽  
Fotis Vouzas ◽  
Dimitrios Kafetzopoulos
Keyword(s):  
Quality Improvement ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Employee Benefits ◽  
Direct Impact ◽  
Total Quality ◽  
Content Type ◽  
Binary Character ◽  
The Impact

Purpose – The purpose of the paper is to examine the binary character of total quality management (TQM) in food companies and to determine the impact of the two aspects of TQM – the “soft” and “hard” – on the quality management benefits. Design/methodology/approach – A research project was carried out in 90 Greek food companies, using the questionnaire method. Two measurement models have been formulated. The first model includes the TQM philosophical elements and quality tools/techniques, while the second model includes the quality management benefits. Exploratory factor analyses are applied to extract the latent factors. The factors that significantly influence the quality management benefits are determined through multiple linear regression analyses. Findings – The analysis of the models confirms the binary character of TQM (the “soft” and “hard” TQM elements) in food companies and the existence of internal and external quality management benefits. The “soft” TQM elements have a significant direct impact on quality improvement, employee benefits and customer satisfaction. However, the impact of the “hard” TQM elements on the above quality management benefits is not direct but indirect, through their significant correlation with the “soft” TQM elements. Finally, quality improvement is also a significant factor that directly influences employee benefits, customer satisfaction and business performance. Research limitations/implications – The small size of the sample of the responding food companies, the diversity of these companies and the subjective character of the data collected are limitations that suggest future research recommendations. Practical implications – Food companies should realize the leading role of the “soft” aspect of TQM and the supporting role of the “hard” aspect in maximizing the quality management benefits and as a consequence in withstanding the current economic downturn. Originality/value – Focusing on “quality-oriented” food companies that have ample experience in quality and food safety management systems, the present study reveals a significant direct impact of the “soft” TQM elements and an indirect impact of the “hard” TQM elements on the quality management benefits.

Tourism services quality (TourServQual) in Egypt

2006 ◽  
Vol 13 (4) ◽  
pp. 469-492 ◽  
Author(s):  
Mohammed I. Eraqi
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Services Quality ◽  
Research Paper ◽  
Business Environment ◽  
Total Quality ◽  
Content Type ◽  
Internal Customer ◽  
External Customer ◽  
Tourism Services

PurposeThis research paper aims is to evaluate the customer's views related to tourism quality in Egypt. It attempts to measure the extent to which tourism business environment is creative and innovative as necessary conditions for internal customer satisfaction.Design/methodology/approachThe objectives of this research have been achieved through reviewing a number of literatures in the fields of services quality management and tourism quality measurements. The paper's outcomes have been obtained through two surveys, one to measure the satisfaction of the internal customer (employees) and the second to measure the external customer satisfaction (tourists).FindingsThe main conclusions of this research paper are: quality can be considered as a philosophy for guiding tourism organization/destination when taking decisions related to tourism services; tourism business environment in Egypt does not support the internal customer satisfaction because the absence of a suitable system for encouraging people to be creative and innovative; and in the area of the external customer satisfaction there is still a need for things to be done such as the environmental conditions improvements, internal transport quality enhancement, increasing people awareness, and improving the level of safety and security conditions.Research limitations/implicationsThere is a number of limitations which faced this paper research they are: the sample size is small, compared with the size of total population, that was reflected on the level of reliability of the research results; and the limited time allowed to the respondents was reflected on the validity of the research outcomes, because they interviewed at the last time of their journey by the time they are ready for departure.Practical implicationsA useful source of information about total quality management (TQM) and how practitioners can measure it. It provides wide guidelines for improving the quality of tourism services in total manner in Egypt.Originality/valueThis paper provides useful information that are needed for tourism services quality improvement. It offers a practical help to tourism planners and marketers in Egypt to understand the concept of TQM and how they can improve their services continually.

scholarly journals The Impact of Administrative Transparency on the Relationship between Internal Marketing Policies and the Job Satisfaction of the Internal Customer: An Applied Study at Taif University - Kingdom of Saudi Arabia: أثر الشفافية الإدارية في العلاقة بين سياسات التسويق الداخلي وبين الرضا الوظيفي للعميل الداخلي - دراسة تطبيقية بجامعة الطائف، المملكة العربية السعودية -

2020 ◽  
Vol 4 (13) ◽  
Author(s):  
Abdulraheem Ali Alghamdi, Abeer Kamel Alfarran
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Internal Marketing ◽  
Mediating Effect ◽  
Internal Customer ◽  
Intermediate Variable ◽  
Effective System ◽  
Statistical Program ◽  
The Impact ◽  
The Relationship

This study aims to identify the extent of the practice of internal marketing policies and administrative transparency at Taif University, and its impact on the level of internal customer satisfaction (employee). As well as to observe the mediating effect of administrative transparency in the relationship between internal marketing policies and internal customer satisfaction. This study attempts to fill the gap in previous studies related to the impact of internal marketing policies (independent variable) and administrative transparency (intermediate variable) on enhancing internal customer satisfaction (dependent variable) in Saudi universities. A descriptive-analytical approach was used, and 254 questionnaires were distributed randomly stratified to the study sample. The number of valid questionnaires for analysis was (125), which were analysed using the statistical program (SPSS). The findings were that there was a medium degree of approval towards each of the dimensions of internal marketing, the practice of administrative transparency and internal customer satisfaction. There was also a relationship and impact between internal marketing policies and internal customer satisfaction. Similarly, there was a relationship and impact between administrative transparency and internal customer satisfaction. There were a relationship and impact between internal marketing policies and administrative transparency. Moreover, it found that administrative transparency strengthens the positive relationship between internal marketing policies and internal customer. This study recommended increasing employees’ job satisfaction by implementing an effective system of incentives and rewards, training and development and promotions. Furthermore, universities should improve the level of administrative transactions and communications, financial facilitation, and good relations among employees. Moreover, they have to adopt the concept of internal marketing by meeting the needs of employees and working on developing them. Finally, they have to tout administrative transparency policies, as well as clarifying the reasons for administrative decisions with stability and ease of understanding in order to build credibility and trust with employees.

scholarly journals The importance of customer needs and expectations in achieving total quality management: A strategic view for future trends

2013 ◽  
Vol 10 (2) ◽  
pp. 708-713
Author(s):  
Patsy Govender
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Total Quality ◽  
Current Position ◽  
Customer Needs ◽  
Internal Customer ◽  
Internal Customers ◽  
Managerial Level ◽  
Managerial Employees ◽  
The Impact

The study aims to assess the impact of customers (internal and external) on total quality management in a service organization. The measuring instrument, that is, questionnaires were distributed to three levels of managerial employees. Overall, whilst there is evidence of utmost focus on customer needs and expectations in this organization, there is also greater focus on external customers than internal customers. Yet, an added insight to the study is that internal customer needs and expectations are influenced by managers’ current position. Hence the higher the managerial level, the stronger the perceptions that internal customer needs and expectations are met in this organization. In conclusion, the article reflects on scholarly views, recommends strategies and provides profound insight when probing into a similar field of study.

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