Development and validation of an instrument for measuring critical success factors (CSFs) of technical education - a TQM approach

Sahu, Anil R.; Shrivastava, Rashmi R.; Shrivastava, Rajeev

doi:10.1504/ijpqm.2013.050567

Cited by 10 publications

(3 citation statements)

References 51 publications

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“…Responsibility with the TQM performance [27,[63][64][65] Support to improve the production process [51,66] Communication about the mission and objectives of the company [67][68][69] Quality policies and quality goals [70,71] Quality is the mean to increase profits [72,73] Dissemination of quality culture [74,75] Promotion of training and education [76,77] Training and education TQM courses to improve employee skills [78,79] TQM courses for managers and supervisors [79][80][81][82] Quality circle courses [79,81,83] Technical statistics courses [84][85][86] Financial resources for training [87][88][89][90][91] Courses on communication, effective meetings, and leadership [64,65,92] Courses on identification and troubleshooting [93][94][95] Employees integration…”

Section: Managerial Commitmentmentioning

confidence: 99%

Human Resource Abilities and Skills in TQM for Sustainable Enterprises

et al. 2019

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Total quality management (TQM) is a lean manufacturing tool that focuses on ensuring the production of goods that meet design specifications and give customer satisfaction, both attractive benefits highly appreciated by managers. However, there are several factors involved in the success of TQM programs, many of which are cultural aspects associated with human resources (HR). This article presents a structural equation model that integrates three latent variables related to internal HR: “managerial commitment,” “employee integration,” and “training and education,” which are linked to the operational benefits of a manufacturing system. The variables are connected through six hypotheses that have been validated with information obtained from 398 responses of a questionnaire applied to manufacturing industry professionals. In addition, a sensitivity analysis was carried out to describe the probabilities of occurrence for the variables at low and high levels. The hypotheses were statistically validated with the partial least squared technique, where the results showed that human factors play an essential role in the success of TQM, since the direct, indirect, and total effects of managerial commitment, employee integration and training, and education processes on the benefits obtained from the implementation of TQM were statistically significant at 95% confidence.

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Section: Managerial Commitmentmentioning

confidence: 99%

Human Resource Abilities and Skills in TQM for Sustainable Enterprises

et al. 2019

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“…In brief, content validity is related to a measure of adequate coverage of a topic under study (Sahu and Shrivastava, 2013). Therefore, the questionnaire was pretested and pilot tested to validate its content prior to the distribution of the survey.…”

Section: Content Validitymentioning

confidence: 99%

The Influence of Service Marketing Mix and Umrah Service Quality on Customer Satisfaction and Customer Loyalty towards Umrah Travel Agents in Malaysia

Othman

Harun

2021

TSSJ

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In the Malaysian Umrah industry, there are so many new participants selling and offering similar products and services. As a result, Umrah providers must compete to survive in this industry, as there are currently so many competitors. They need to focus on customers’ special needs and preferences to maintain and retain the long-term relationship. Thus, the objective of this study is to examine the relationship between service marketing mix and Umrah service quality on customer loyalty towards Umrah travel agents, and the mediating effect of customer satisfaction in the relationship between service marketing mix/service quality and customer loyalty towards Umrah travel agents in Malaysia. This study explored and integrated two new dimensions (not Ps) for service marketing mix namely after-sale service and marketing communication rather than traditional service marketing mix of 7 P’s. The study’s research framework was supported by the Stimulus-Organism-Response theory. Three of the four main constructs namely; service marketing mix, Umrah service quality and customer satisfaction were conceptualised as second order constructs and assessed via the reflective-formative approach. Customer loyalty which acted as the dependent variable was measured reflectively through seven multi items. All the items were assessed using the 5-point Likert scale. Data was derived from 384 Umrah customers who have used Umrah traveling services. All the constructs such as product, price, promotion, place, people, process, physical evidence, marketing communication, and after-sale service (marketing mix), Umrah service quality includes tangibles, reliability, responsiveness, assurance, and empathy had significant effects on customer satisfaction and customer loyalty. However, second hypothesis Umrah service quality and customer loyalty which were found not significant. Two indirect effect hypotheses to examine the role of customer satisfaction as mediators were accepted as full mediation. The study findings were discussed thoroughly and concluded with a discussion on the implications, the limitation of the study and recommendations for future study.

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“…The growing importance of quality management and QA internationalisation has led to use of many quality methodologies for institutes and industrial sectors (Sahu et al, 2013). TQM as a holistic management concept for continuously improving the quality of goods and services delivered through the participation of all levels and functions of the organisation (Singh and Dubey, 2013) with simple and understandable principles and philosophical foundations and providing a natural context for efforts are perhaps the only option for managers to continuously improve their organisation.…”

Section: Introductionmentioning

confidence: 99%

Prioritisation of 14 quality management tools based on quality principles using integrated approach of multi-criteria decision-making and importance-performance analysis - the case of Marjan Tile Company

Goharshenasan

Shahin

Esmaelian

2016

IJPQM

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The aim of this research is to propose a framework for classifying 14 quality management tools based on quality principles. For this purpose, multi-criteria decision-making, importance performance analysis and a survey on 13 process owners of Marjan Tile Company have been conducted. Based on the findings, three packages have been proposed for quality management tools as: 1) relation diagram and process decisions planning chart; 2) check sheets, Pareto diagram, cause and effect diagram, histograms and tree diagram; 3) control chart, procedure diagram, matrix analysis of data, matrix diagrams, scatter diagram, affinity diagram and diagram of concentration of defects.

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Development and validation of an instrument for measuring critical success factors (CSFs) of technical education - a TQM approach

Cited by 10 publications

References 51 publications

Human Resource Abilities and Skills in TQM for Sustainable Enterprises

Human Resource Abilities and Skills in TQM for Sustainable Enterprises

The Influence of Service Marketing Mix and Umrah Service Quality on Customer Satisfaction and Customer Loyalty towards Umrah Travel Agents in Malaysia

Prioritisation of 14 quality management tools based on quality principles using integrated approach of multi-criteria decision-making and importance-performance analysis - the case of Marjan Tile Company

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