Effective TQM Implementation in the Service Industry: A Proposed Framework

Magd, Hesham; Negi, Saurav; Ansari, Mohammad Sultan Ahmad

doi:10.12776/qip.v25i2.1594

Cited by 13 publications

(8 citation statements)

References 105 publications

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“…In a recent study conducted on the healthcare industry, Ansari (2022) documented that committed leadership and supportive infrastructure are the primary driving forces to improve service quality resulting in customer satisfaction and loyalty. Some researchers also empirically demonstrated that TQM in the service industry is essential for enhancing organizational performance (Magd et al ., 2021).…”

Section: Introductionmentioning

confidence: 99%

Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

Venkatakrishnan

Alagiriswamy

Parayitam

2023

TQM

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PurposeThis research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.Design/methodology/approachA conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.FindingsThe results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.Research limitations/implicationsThis research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.Originality/valueThis paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.

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Section: Introductionmentioning

confidence: 99%

Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

Venkatakrishnan

Alagiriswamy

Parayitam

2023

TQM

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“…Kandemir and Jamieson (2002) found that training programmes in the South African financial sector have contributed to performance improvement by enhancing employee knowledge, skills, abilities, competencies, and behaviours within the banking industry (Mehale 2021;Lethepa et al 2020). This aligns with the principles of TQM, which emphasise the involvement of all members of an organisation in improving procedures, products, services, and the workplace (Karami et al 2021;Magd et al 2021;Ali 2021).…”

Section: History Of Total Quality Management Implementation In the So...mentioning

confidence: 58%

The Impact of Total Quality Management Implementation in Improving Customer Satisfaction in the South African Banking Sector

Mata,

Dyonase,

Seseni

2023

Proceedings of the International Conference on Industrial Engineering and Operations Management

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This study looked at the impact of Total Quality Management in improving customer satisfaction for South African banks. In addressing this, the study had one primary and three secondary research objectives. The study is monoqualitative, whereby a desk review was conducted. PRISMA methodology was adopted. 200 publications were considered for review. However, after a rigorous process, 18 publications were eligible to be used in the study. It was found in this study that banks that have used Total Quality Management have improved customer satisfaction and ultimately improved their profitability. However, challenges were presented from culture, employee involvement, and several others. Publications on this topic date back from 1993 to date. It is recommended that banks should take advantage of TQM. However, they must also do evaluations to check the impact of TQM in their banks. There should be high involvement of all employees in the bank that is affected. Future research will focus on the use of the Fourth Industrial Revolution technologies such as the Internet of Things in the adoption and implementation of TQM in banks. This research is unique as it focuses on the implementation of TQM from the context of banking.

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“…There was a need to find answers to these questions, which could positively affect organizational performance due to enhanced total quality management. According to Magd et al (2021), total quality management practices will have a strong linkage to organizational performance. It can further promote the organization in adoption and willingness to invest in BCT for supply chain optimization.…”

Section: Research Questionsmentioning

confidence: 99%

Impact of Blockchain Technology on Operations and Supply Chain Management Performance

Magd¹,

Ansari²,

Negi³

2023

Proceedings of the 1st International Conference on Innovation in Information Technology and Business (ICIITB 2022)

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This paper emphasizes exploring the relationships between blockchain technology and operations, and supply chain management, and the impacts of blockchain on the performance of operations, logistics and supply chain management. The study revealed that blockchain has been widely applied in the logistics and supply chain of various industries resulting in better operations and performances. The study also found that usage of blockchain technology in daily business operations can provide operations and supply chain managers with several advantages starting from increased response times, safe and secured data, proper visibility across nodes, transparent transactions, and supply chain members' trust. This paper also contributes to value in the literature by summarizing recent blockchain advancements and analyzing their prospective applications in the supply chain and operations management field.

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Effective TQM Implementation in the Service Industry: A Proposed Framework

Cited by 13 publications

References 105 publications

Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

The Impact of Total Quality Management Implementation in Improving Customer Satisfaction in the South African Banking Sector

Impact of Blockchain Technology on Operations and Supply Chain Management Performance

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