TQM and customer satisfaction in Malaysia’s service sector
Purpose – The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and customer satisfaction (CS) as perceived by managers’ perspectives in Malaysia’s service sector. Design/methodology/approach – The data are collected from 140 managers of Mal...
Saved in:
Main Authors: | , , , |
---|---|
Format: | Article |
Language: | English |
Published: |
Emerald Group Publishing Limited
2009
|
Subjects: | |
Online Access: | http://eprints.intimal.edu.my/308/1/8.pdf http://eprints.intimal.edu.my/308/ |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Summary: | Purpose – The purpose of this paper is to investigate the relationship between total quality
management (TQM) practices and customer satisfaction (CS) as perceived by managers’ perspectives
in Malaysia’s service sector.
Design/methodology/approach – The data are collected from 140 managers of Malaysia’s service
firms. The structural analysis is conducted to test the hypotheses in this paper.
Findings – Results reveal that leadership, customer focus, information and analysis, and human
resource focus are found to have significant and positive association with CS as perceived by
Malaysian service sector’s managers.
Research limitations/implications – There are a few limitations for this paper. First, the time
sequence of the relationships between the variables could not be determined since cross-sectional data
are used. Second, this paper is confined only to service industry. Lastly, the paper is only focused on
managers instead of study employees at different hierarchical levels.
Practical implications – This paper serves as a valuable guideline for top management to review
their TQM programs and conduct assessments on a regular basis in order to facilitate CS within their
organizations.
Originality/value – This paper shows the importance of TQM in contributing to CS within the
service context which is not studied in many past researches. This paper only looks at TQM practices
from the Malaysian service industries. As Malaysia is a developing country which is moving towards
the service sector, this paper will help many organizations that are in other fast growing developing
nations which are moving towards the service industry. |
---|