scholarly journals The Impact of Total Quality Management on E-Government Implementation in Jordanian Governmental Institutions

2021 ◽  
Vol 11 (4) ◽  
pp. 37
Author(s):  
Ali Abdallah Alatoum ◽  
Sohail Mohammad Bani Mustafa
Keyword(s):  
Public Sector ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Service Sector ◽  
Total Quality ◽  
Senior Managers ◽  
Governmental Institutions ◽  
The Impact

The primary goal of this research is to examine the impact of TQM and e-government on service quality within Jordanian public sector entities. To achieve the study's goal, a self-administered form was designed to elicit the opinions of seventy middle and senior managers from five government agencies.The study's significance stems from its arrangement to clarify the impact of Total Quality Management and data technology collaboration on public-sector reform programs. Specifically, to assess the impact of the integrated relationship between the use of e-government and TQM on the quality of service provided by Jordan's public sector.The study's findings revealed that the establishments studied used completely different dimensions of total quality management throughout the implementation of some stages of e-government. The findings also revealed a direct relationship between the development of Total Quality Management and e-government and service quality. Lastly, the study established the relationship and impact of the interaction between the application of TQM and e-government on public and service sector in Jordan.

scholarly journals IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT IN FACILITIES TO IMPROVE INSTITUTION QUALITY SCHOOL

2021 ◽  
Vol 6 (1) ◽  
pp. 97-124
Author(s):  
Poetri Leharia Pakpahan ◽  
Wiji Hidayati
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Learning Process ◽  
Analytical Study ◽  
Quality Of Education ◽  
Total Quality ◽  
Library Research ◽  
Adequate Quality ◽  
The Impact

One of the improvements in the quality of education is the fulfillment of the needs for facilities and adequate, quality, and ready-to-use educational infrastructure. So as for the impact of the lack of proper infrastructure of school institutions, namely that it can reduce student achievement in learning activities, especially in class. Therefore, to improve the quality of education in schools, management of facilities and infrastructure is needed to meet the needs of the student learning process at school. This study aims to determine the implementation of total quality management in improving the quality of infrastructure in schools. This research using library research with analytical study methods (library research), namely research carried out using a library alias literature, either in the form of notes, books, journals, or reports of previous research results. The analytical study used is content analytical and analytical descriptions of total quality management to improve infrastructure at school. The results of this study indicate that the facilities and infrastructure at the school are inadequate standards. Therefore, the use of infrastructure in the learning process must also be improved, as an increase in service quality continuously meets the reality and expectations for customers.

A Case Study on the Impact of Organizational Citizenship Behavior on Total Quality Management in an Indian Public Sector Electrical Manufacturing Subsidiary

2015 ◽  
Vol 5 (10) ◽  
pp. 215-226
Author(s):  
Mohammed Faizal ◽  
Asish O Mathew ◽  
James M. J
Keyword(s):  
Public Sector ◽  
Quality Management ◽  
Total Quality Management ◽  
Organizational Citizenship ◽  
Partial Least Square ◽  
Equation Modeling ◽  
Electrical Machine ◽  
Total Quality ◽  
Manufacturing Company ◽  
The Impact

Since 1970s, the study on Organizational Citizenship Behaviour (OCB) has been conducted and the importance of this extra-role behaviour has been established. This study is conducted with a purpose of examining the impact of OCB on Total Quality Management (TQM), and to single out the most influential element of OCB towards TQM. The study was conducted in a public sector electrical machine manufacturing company that is located in South India. The data was collected using a questionnaire and Structural Equation Modeling (SEM) using Partial Least Square (PLS) method was employed to analyse the data and test the hypotheses. The results of the research shows the influence of each of the five dimensions of OCB viz. altruism, courtesy, dedication, sportsmanship and civic virtue on TQM, and explains the influence of Organizational Citizenship Behaviour dimensions on Total Quality Management in the context of an electrical manufacturing company. The study highlights the dimensions of OCB that significantly influence the Total Quality Management, and suggestions are provided to help the stake holders in strategic planning.

scholarly journals Modeling the Impact of Total Quality Management (TQM) Practices on Service Quality in Service Organizations (Case Study: Isfahan Refah Kargaran Bank)

2012 ◽  
Vol 2 (3) ◽  
pp. 174
Author(s):  
Majid Nili Ahmadabadi ◽  
Javad Mehrabi ◽  
Mohammad Hasan Tanhaei
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Field Method ◽  
Primary Data ◽  
Total Quality ◽  
Effective Factors ◽  
Isfahan Province ◽  
The Impact

Purpose: purpose of the present survey is to determine degree of relationship and impact of total quality management (TQM) practices on service quality in service organizations.Research methodology: this survey was conducted using descriptive-field method. Its primary data was obtained through field study by two TQM and service quality questionnaires among seventeen selected branches of Refah Kargaran Bank in Isfahan province. Volume of sample included sixty three (63) persons. Multiple regression method, F-test and T-test, ANOVA and correlation tables were used in the survey.Findings: continuous improvement with β=-0.537 and training with β=0.409 are two primary effective factors on increasing of service quality among seven independent variables (training, management commitment, employees’ empowerment, customer focus, information, continuous improvement and employees' involvement). Its regression model is as below:Y=1/876+0.543X Where X shows continuous improvement and Y is service quality.Conclusion: given to obtained results it could be claimed that it is possible to achieve a desirable level of success in business through a more precise planning, focusing on several more important and effective principles due to prioritization of effective factors on service quality during a shorter period of time and paying lower costs. Key words: total quality management (TQM), total quality management (TQM) practices, service quality

scholarly journals THE IMPACT OF TOTAL QUALITY MANAGEMENT ON SERVICE QUALITY, CUSTOMER ENGAGEMENT, AND CUSTOMER LOYALTY IN BANKING

2019 ◽  
Vol 21 (2) ◽  
pp. 95-103
Author(s):  
Rosa Harimurti ◽  
Tatik Suryani
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Customer Engagement ◽  
Total Quality ◽  
The Impact ◽  
Positive Effect

The purpose of the research is to examine the impact of Total Quality Management (TQM)  implementation on  Service Quality, the effect of Service Quality on Customer Engagement and Customer Loyalty in banking industry. The other objective of the research also to examine the effect of Customer Engagement on Customer Loyalty. This research was conducted in East Java Province which involved 209 State Owned Enterprises (SOE) bank customer’s as respondents. All variables are measured by Likert scale from bank customer perspectives. By Partial Least Square SEM analysis, the research found that TQM practices has positive  effect on Service Quality, Service Quality has positive effect on Customer Engagement and Customer Loyalty and Customer engagement has positive effect on Customer Loyalty. The implication of this research is that SOE banks should implement TQM well so that it has a positive impact on service quality.

QUALITY OF SERVICES IN THE BANKING INDUSTRY: CONCEPT AND MEASUREMENT

2005 ◽  
Vol 11 (1) ◽  
pp. 47-67
Author(s):  
Suzana Marković
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Total Quality Management ◽  
Banking Industry ◽  
Quality Of Services ◽  
Total Quality

Istraživanja znanstvenih i stručnih radova, stranih autora, svjedoče o rastućem zanimanju za proučavanje koncepta kvalitete (Quality), upravljanja potpunom kvalitetom (Total Quality Management), kvalitete usluga (Service Quality) i zadovoljstva klijenta (Customer Satisfaction), za razliku od domaćih autora, koji vrlo rijetko ili samo s nekoliko aspekata, proučavaju ove koncepte. U svojoj težnji za poboljšanjem kvalitete hotelskih usluga i zadovoljstva hotelskih gostiju, hotelski menadžeri često nailaze na problem mjerenja kvalitete usluga. Stoga je cilj ovog istraživanja detaljno objasniti koncept kvalitete usluga, te koncept mjerenja kvalitete usluga. Osim toga, u radu se opisuje i SERVQUAL ljestvica mjerenja (Parasuraman, ZeithamI, Berry, 1985., 1988., 1991.), kao i ostale ljestvice i modeli, koji se najčešće koriste u mjerenju kvalitete usluga u hotelskoj industriji.

scholarly journals Application of Risk Management Quality Integrated And Impact on the Quality Students Improvement MAN 2 Medan Model

2021 ◽  
pp. 38-48
Author(s):  
Nur Azizah
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Theory Of Knowledge ◽  
Total Quality ◽  
Management Quality ◽  
Three Stages ◽  
Customer Services ◽  
Implementation Problems ◽  
The Impact

Implementation of Total Quality Management of in school has a purpose main give satisfaction to the customer services of education either internal or external to the results of product quality . Implementation of Total Quality Management in schools requires at least three stages of implementation , namely : preparation , planning , and implementation . Problems are contained in the study times this include How the implementation of management quality integrated in Man 2 Model Terrain , How is the impact of the implementation of management quality integrated in the improvement of the quality of the participants didikdi Man 2 Model Medan method of research that is done is to use approach qualitative with technique of collection of data such as observation , interview and documentation . The results of his research is the management quality integrated merupaka a theory of knowledge management who directs the leadership of the organization and its personnel to carry out repairs quality constantly are focused on achieving the satisfaction of customers internal and customers externally. Implementation of the management quality integrated in MAN 2 Model Terrain increasingly in improved based on the needs of customers in order to graduate from madrash that can fulfill the wishes and expectations of the community . The impact of the implementation of management quality terpdusejauh it can be seen from the attitude , behavior behavior , and ways of view of students and residents madrsah lainny to continue melakukn repair and can compete dier digital now this. Constraints that expressed by the head of the madrassa in the improvement of the quality of the participant students in the form of time which is in charge sometimes not in accordance with the conditions and expectations

scholarly journals Pengaruh Penerapan JIT (Just In Time) Dan TQM (Total Quality Management) Terhadap Delivery Performance Pada Industri Otomotif Di Indonesia

2009 ◽  
Vol 2 (2) ◽  
Author(s):  
Brigita Meylianti S ◽  
Fernando Mulia
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Automotive Industry ◽  
Just In Time ◽  
Total Quality ◽  
Delivery Performance ◽  
Management Concept ◽  
The Impact ◽  
Better Than

This research discusses the impact of JIT (Just In Time) and TQM (Total Quality Management) application to Delivery Performance. Either JIT or TQM is two concept in management science specially operation management, but in fact that exist in Indonesian companies most of them have not yet applied these concept properly. Many of Indonesian companies applied latest management concept just to keep up with the trend. Unfortunately these concepts might have not been suitable if it applied directly for Indonesian circumstances. This research was conducted in automotive industry, this election is based on history that at the first JIT and TQM born in automotive industry so unquestionable the application of these concepts in this industry is better than other kind of industry. In other hand delivery performance is focus on excellent timing and excellent quality of product produced. Theoretically, JIT application is inseparable form TQM application or vice versa, it one of them applied without application if the other, the result will not be an optimum one. But it is important to remember that large number of existing theories nowadays, was develop in Europe, America and the nearest Japan. There is large number of differences, even the fundamental one in social and culture, it effect to thinking pattern, and working spirit. Indonesia has different culture to Europe, America and Japan. Frequently the application of JIT and also TQM are fail to give significant improvement to company’s performance. It issues some emerging questions: Do JIT and TQM have influence to performance specially delivery performance? Do JIT have influence to performance specially delivery performance? Do TQM have influence to performance specially delivery performance? This research will answer the emerging questions. Following data collection and data processing, the result conclusion will be: JIT and TQM have significant linear influence to delivery performance. In partial, JIT does not give significant linear influence to delivery performance, whereas TQM gives significant linear influence to delivery performance.

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