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

2012 ◽  
Vol 2 (3) ◽  
pp. 186
Author(s):  
Majid Nili Ahmadabadi ◽  
Javad Mehrabi ◽  
Batool Samangooei
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Market Orientation ◽  
Continuous Improvement ◽  
Field Method ◽  
Primary Data ◽  
Customer Focus ◽  
Total Quality ◽  
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 market orientation 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 market orientation 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=0.508 is the first and most effective factor on increasing of market orientation among seven independent variables (training, management commitment, employees’ empowerment, customer focus, information, continuous improvement and employees' involvement). Training with β=0.319 is in the second place and customer focus with β=0.168 is in the third place. The regression model of this relationship is as below:Y=-0/303+0.531x1 + 0/367 x2 + 0/222 x3Where x1 is continuous improvement, x2 is training, x3 is customer focus 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 more precise planning, focusing on several more important and effective principles and given to prioritization of effective factors on market orientation during a shorter period of time and paying lower costs. 

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.

scholarly journals EFFECT OF EXTERNAL ENVIRONMENT ORGANIZATION AND APPLICATION OF TOTAL QUALITY MANAGEMENT (TQM) AND PERFORMANCE OF THE COMPANY AND ITS EFFECT ON COMPETITIVE ADVANTAGE IN PTISM BOGASARI FLOURMILLS, JAKARTA

2016 ◽  
Vol 7 (1) ◽  
pp. 22
Author(s):  
Ana Retno Mawarti
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Competitive Advantage ◽  
External Environment ◽  
Secondary Data ◽  
Primary Data ◽  
Company Performance ◽  
Total Quality ◽  
The Creation ◽  
The Impact

This research aimed to discover the impact of external environment and Total Quality Management implementation on company performance  in order to create competitive advantage in PT. ISM Bogasari Flourmills. This research is an associative explanatory research with quantitative method. The data sources used are primary data and secondary data. The primary data collected by spreading 122 questionnaires to employees of PT. ISM Bogasari on chief officers level, assistant manager level, and manager level. Sampling method used is Proportionable Stratified Random Sampling. The result showed that external environment with indicator of complexity, dynamics and environment carrying capacity, has positive and significant impact on company’s performance. Total Quality Management implementation with indicators of costumer focus, continuous refinement and staff training program, brings positive and significant impact on company’s performance. The company’s performance with its indicators of efficiency, effectiveness, and adaptability, has positive and significant impact on the creation of competitive advantage. The Research also proved that external environment and Total Quality Management Implementation directly affect the creation of competitive advantage.   Keywords: External environment, Total Quality Management implementation, company’s performance, and competitive advantage

Facilitating SMEs' profitability through total quality management: the roles of risk management, digitalization, stakeholder management and system deployment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kari Lepistö ◽  
Minna Saunila ◽  
Juhani Ukko
Keyword(s):  
Risk Management ◽  
Quality Management ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Small And Medium Enterprises ◽  
Stakeholder Management ◽  
Total Quality ◽  
Content Type ◽  
Medium Enterprises ◽  
The Impact

PurposeThis study investigates the effect of total quality management (TQM) on small and medium enterprises (SMEs) ' profitability by examining whether the new TQM dimensions of risk management, digitalization, stakeholder management and system deployment, facilitate the impact of traditional TQM dimensions on profitability.Design/methodology/approachA structured survey of 271 Finnish SMEs divided into industry companies and service companies was used.FindingsRisk management facilitates the relation between continuous improvement and company profitability. Digitalization does not facilitate the relation between TQM dimensions and company profitability. Stakeholder management facilitates the relation between management/leadership and company profitability, customer focus and company profitability and continuous improvement and company profitability. System deployment does not facilitate the relation between TQM dimensions and company profitability.Originality/valueMost prior studies are based on the traditional TQM classification. The TQM dimensions of this study are more comprehensive than previous studies and take into account the latest trends in business development. The findings of this study differ from most previous studies and provide a source of reflection for SME management on how TQM should be implemented so that it affects the company's profitability.

scholarly journals The Impact of Total Qualıty Management on Patıent Satısfactıon: A Fıeld Study in the Health Centers of the Syrıans in Gazıantep

2020 ◽  
pp. 11-20
Author(s):  
Prof. Dr. Abdulkadir BİLEN ◽  
Ahmet SITKI
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Health Sector ◽  
Healthcare Sector ◽  
Business Organizations ◽  
Total Quality ◽  
Patient’S Satisfaction ◽  
Top Management Commitment ◽  
The Impact

Total Quality Management (TQM) is a major concern in business organizations and especially in the healthcare sector. The TQM philosophy focuses on the customer and focuses on how can the organization meets the customer's needs and wants, as well as the need to integrate activities within the organization. TQM focuses on continuous improvement of all aspects of the organization and on highlighting the excellence of all employees in the organization, with all management principles to manage jobs with few errors and low costs from start to finish. The aim of this research in the health sector is about patient’s satisfaction in the health sector represented by these TQM’ indicators (top management commitment, benchmarking, customer satisfaction, employee’s satisfaction, continuous improvement). This included the impact of total quality management factors on patients’ satisfaction.

scholarly journals The Effect of Total Quality Management on Service Quality in the Context of Services Based Small and Medium Enterprises of Pakistan

2021 ◽  
Vol 2 (1) ◽  
pp. 165-176
Author(s):  
DR. SAIMA BATOOL ◽  
YASIR KHAN ◽  
MUHAMMAD TAHIR
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Process Management ◽  
Small And Medium Enterprises ◽  
Dynamic Environment ◽  
Primary Data ◽  
Total Quality ◽  
Supplier Quality Management ◽  
Medium Enterprises

Pakistani economy is making a transition from strong manufacturing base to the services and in this scenario, service based small and medium enterprises (SMEs) are playing a major role. In current study, we focus on total quality management (TQM) which has the potential to enable the service based SMEs to improve their competitiveness in current highly dynamic environment. The objective of the study was to assess the current level of TQM implementation and its effects on the service quality in the context of service based SMEs of Pakistan. A survey was designed to collect primary data and the measures for TQM and service quality were adapted from previous sources. The study utilized quantitative approach and through stratified random sampling, data is collected from 135 participants belonged to the management of SMEs located in three cities of Pakistan. Our findings indicate that the dimensions of TQM including top management commitment, customer focus, people management, supplier quality management, continuous improvement, and the process management are only moderately followed by the Pakistani service based SMEs. In terms of effects, three out of six TQM dimensions are having positive and significant effects on the service quality and together these TQM dimensions explain up to 60.7% change in the dependent variable of service quality. Based on the findings, we recommend that service based SMEs should give more attention to the TQM implementation

Investigating the impact of hard total quality management practices on operational performance in manufacturing organizations

2018 ◽  
Vol 25 (7) ◽  
pp. 2040-2064 ◽  
Author(s):  
Rawan Ali Saleh ◽  
Rateb J. Sweis ◽  
Firas Izzat Mahmoud Saleh
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Manufacturing Sector ◽  
Operational Performance ◽  
Total Quality ◽  
Content Type ◽  
Manufacturing Organizations ◽  
Performance Dimensions ◽  
The Impact

PurposeThe purpose of this paper is to investigate the impact of hard total quality management (TQM) practices on operational performance dimensions in manufacturing organizations.Design/methodology/approachThe study was designed in the Jordanian manufacturing sector. Organizations that are familiar with hard TQM practices specifically that had already implemented ISO 9001 certificate were randomly surveyed through structured questionnaire, yielded a sample of 40 responding organizations. Principal component factor analysis was used to analyze hard TQM practices implementation and organizations operational performance dimensions. As a result, specific hard TQM practices and operational performance dimensions were extracted. The hard TQM practices that significantly influence operational performance dimensions were tested using simple and multiple linear regression analysis.FindingsThe research findings showed that hard TQM practices in manufacturing sector include; continuous improvement, statistical process control (SPC), process management and quality tools and techniques. Meanwhile, operational performance dimensions include; quality and inventory management performance. Also, the findings showed that continuous improvement and SPC practices play a major role in obtaining the desired results of operational performance.Research limitations/implicationsThree limitations can be identified in this research, using subjective measures of TQM practices and operational performance, low response rate and using a sample of organizations from various industries. This paper can help Jordanian manufacturing organizations to foster proper practices and make the right decisions related to operational performance.Originality/valueThis study describes a reliable hard TQM model that can be used by manufacturing organizations to improve their operational performance. Also, the results of this study contribute to prior literature and recommend some best practices for manufacturing organizations.

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 Organisational culture, organisational learning and total quality management: A literature review and synthesis

1999 ◽  
Vol 22 (3) ◽  
pp. 162 ◽  
Author(s):  
Geoffrey Bloor
Keyword(s):  
Quality Management ◽  
Health Services ◽  
Literature Review ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Organisational Culture ◽  
Organisational Learning ◽  
Total Quality ◽  
Improvement Programs

As health services face increasing pressure to meet the expectations of different stakeholders,they must continuously improve and learn from their experience. Many fail in attempts at continuous improvement programs because managers have not understood the complexity of making changes in organisations with multiple subcultures and interests. This article examines the related concepts of organisational culture, organisational learning and total quality management and shows how a synthesis of this knowledge can assist in develop ingcontinuous organisational learning and improvement.

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