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Article
Publication date: 21 August 2009

Wen‐Yi Sit, Keng‐Boon Ooi, Binshan Lin and Alain Yee‐Loong Chong

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…

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Abstract

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.

Details

Industrial Management & Data Systems, vol. 109 no. 7
Type: Research Article
ISSN: 0263-5577

Keywords

Available. Content available
Book part
Publication date: 2 April 2021

Shuhan Chen and Peter Lunt

Free Access. Free Access

Abstract

Details

Chinese Social Media
Type: Book
ISBN: 978-1-83909-136-0

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