Quality Management Principles for Entrepreneurial Sustainability

2021 ◽  
pp. 44-59
Author(s):  
Neeta Baporikar
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Quality Service ◽  
Critical Factors ◽  
Exploratory Approach ◽  
The Future

Quality definitions have been altered with the transition of time, needs, and demands. But the vitality has more or less been progressed to resolve the issue by compliance to standards approach for customer satisfaction. With management routine getting complicated, attacks to managing quality in operational areas are becoming unmanageable. For TQM to be victorious, all of the elements within the enterprise must be conjointly engaged. While the critical factors are the basis for transformational preference to produce a substantial advancement culture for consistent competitive advantage and be sustainable, basically, the main objective of TQM is to generate an environment in which all the assets are used ingeniously and effectively in order to provide quality service. TQM is a way of managing the efficiency, viscidity, adaptability in general, and in the future would be to ensure entrepreneurial sustainability. Hence adopting an exploratory approach, the aim of this chapter is to critically examine the underlying principles of quality management for entrepreneurial sustainability.

Various Models to Evaluate Quality in the Service Industry

2020 ◽  
pp. 181-194
Author(s):  
Jeganathan Gomathi Sankar ◽  
Peter Valan ◽  
M. S. Siranjeevi
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Business Performance ◽  
Service Industry ◽  
Crucial Issue ◽  
Management Tools ◽  
Cost Leadership ◽  
Quality Theory

Service quality has turned out to be the most important topic of consideration to academicians and practitioners. It has been proven that the influence of service quality on business performance, cost leadership, customer satisfaction, customer loyalty, and profitability. The accomplishment of quality in services has turned out to be a vital concern of all services organisations. Quality in services is mainly undefined and becomes the crucial issue. Increased competition and knowledge of customer satisfaction made the service organisations use new service parameters and implement quality management tools as competitive advantage. Service quality is hard to evaluate, as it is subjective in nature. Many researchers did explore and confirm the dimensions of service quality. This study focuses on various studies of service quality conducted by earlier researchers in an array of industries. The chapter details the development of service quality theory and different models hypothesised to measure service quality.

scholarly journals Young Adults’ Satisfaction towards Hipster Cafes: the Brewing Factors

2020 ◽  
Vol 4 (2) ◽  
pp. 41
Author(s):  
Asyraf Shaare ◽  
Nur Shahrulliza Muhammad
Keyword(s):  
Young Adults ◽  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Food Quality ◽  
Service Industry ◽  
Food Service ◽  
Quality Service ◽  
Klang Valley ◽  
Customer Services

The ever changing preference and taste in food service industry due to increase in demand causes the market to become competitive in Malaysia. With the emergence of hipster cafes in Malaysia’s coffee scene, hipster cafe operators are strategically expanding their wings to capture the market share in order to gain competitive advantage over the competitors. Customers will prefer a hipster cafe which is able to provide better quality of offerings and customer services. This study tested the influence of factors of Food Quality, Service Quality and Restaurant Environment on Customer Satisfaction. Findings are derived from 150 digital questionnaires administered using emails and iPads at a number of hipster cafes in Klang Valley. Evidently, Restaurant Environment triumphed as the brewing factor that draws the young adults to dine in the hipster cafes.

Quality management and customer results: the tourist accommodation sector in Spain

2017 ◽  
Vol 34 (5) ◽  
pp. 701-719 ◽  
Author(s):  
José Álvarez-García ◽  
María de la Cruz del Río-Rama ◽  
Biagio Simonetti
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Quality Management System ◽  
Structural Equations ◽  
Critical Factors ◽  
Content Type ◽  
Accommodation Sector ◽  
Tourist Accommodation ◽  
Structural Equations Models ◽  
The Relationship

Purpose The purpose of this paper is to examine the relationship between the critical factors of quality and customer results and also investigate the structure of relationships between the critical factors of quality, in the context of the tourist accommodation sector in Spain. Design/methodology/approach A theoretical model is proposed together with the hypotheses to be tested and the data obtained in 186 tourist accommodation businesses certified under the “Q for Tourism Quality” are analyzed, with the technique of structural equations models. Findings The results show that the antecedents of customer results are continuous improvement and quality policy/planning. Originality/value The practical implications of this paper focus on providing managers of enterprises of tourist accommodation with variables on which to perform in order to improve customer satisfaction; their leadership and commitment to quality are fundamental in the process of implementing the quality management system, which helps ensure that the company provides a quality service that influences customer satisfaction.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

The Knowledge Creation Organization: The Case of Alphana

2012 ◽  
pp. 78-90
Author(s):  
Thang Nguyen Ngoc
Keyword(s):  
Competitive Advantage ◽  
Knowledge Creation ◽  
Future Research ◽  
Sustainable Competitive Advantage ◽  
Knowledge Based ◽  
The Future

Knowledge and the capability to create and utilize knowledge today are consid- ered to be the most important sources of a firm’s sustainable competitive advantage. This paper aims to advance understanding of the knowledge creation of firm in Vietnam by studying Alphanam Company. The case illustrates how knowledge- based management pursues a vision for the future based on ideals that consider the relationships of people in society. The finding shows that the case succeeded because of their flexibility and mobility to keep meeting to the changing needs of the customers or stakeholders. The paper also provided some suggestions for future research to examine knowledge-based management of the companies in a different industry segments and companies originating in other countries

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