The relationship between TQM and project performance: Empirical evidence from Malaysian construction industry

Jong, Cherng-Yee; Sim, Adriel K.S.; Lew, Tek Yew

doi:10.1080/23311975.2019.1568655

Cited by 41 publications

(37 citation statements)

References 79 publications

(130 reference statements)

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“…This can be done through fulfilling customer needs (Demirbag, Koh et al, 2006;Demirbag, Tatoglu et al, 2006;Imran et al, 2018;Jong et al, 2019;Sinha et al, 2016). The key to surviving in a global market is to focus on service quality for customers (Cristea & Mocuta, 2018).…”

Section: Public Interest Statementmentioning

confidence: 99%

Effects of service quality and customer satisfaction on loyalty of bank customers

Supriyanto

Wiyono

2021

Cogent Business & Management

109

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Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service quality influenced customer loyalty; (2) how customers' satisfaction influenced their loyalty to the bank; and (3) examine simultaneous effects of service quality and customer satisfaction on customer loyalty. This study used a survey research design, and respondents were selected purposively from a population of Bank organization in Indonesia. Data were analyzed employing path analysis and One-Way Analysis of Variance. Results indicate that service quality did not have significant effects on customer loyalty, but it provided significant effects on customer satisfaction followed by influencing customer loyalty. Service quality had indirect effects on customer loyalty through customer satisfaction. Further studies are expected to examine the model of relationships with other variables.

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Section: Public Interest Statementmentioning

confidence: 99%

Effects of service quality and customer satisfaction on loyalty of bank customers

Supriyanto

Wiyono

2021

Cogent Business & Management

109

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“…A substantial consensus exists regarding the core practices of quality management in management literature [64,65]. QMS-Core practices focused in this study are: Process Management, Customer Focus, Quality Assurance and Control and Continuous Improvement.…”

Section: Qms-core Practicesmentioning

confidence: 99%

Do they really coexist? An empirical analysis of a conjoint implementation of Quality Management System and High Performance Work System on organizational effectiveness

et al. 2020

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Over the past few decades, Quality Management System (QMS) and High Performance Work System (HPWS) have emerged as key concepts to enhance organizational effectiveness. All over the globe, majority of contemporary manufacturing and services organizations have applied at least one of these development strategies or even both. This study proposes an integrated framework of QMS and HPWS and empirically investigates the relationship between QMS and HPWS practices and their direct and indirect effects on organizational effectiveness using structural equation modelling (SEM). This research makes a number of significant contributions: (1) The black box of the conjoint implementation is opened up for better appreciation of the interplay of QMS and HPWS practices and their influence on organizational effectiveness (2) The key QMS practices recognized as contributing factor of performance have been classified and examined at two distinct levels i.e. QMS Top Level practices and QMS Core practices (3) The mediating and interaction effects of QMS Core practices and HPWS practices on the relationship of QMS-Top Level practices and organizational effectiveness have been thoroughly investigated. The proposed framework is tested through cross-sectional data from 90 Technical Services Organizations (TSO) operating in Pakistan. The research hypotheses are supported by the test results of the SEM. The findings and implications are discussed along with limitations and future research guidelines.

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“…Strategic planning had five items, which also explained 11.9% of the total variance. After the performance of EFA, the analysis eliminated two items (Jong et al, 2019). Specifically, the continuous improvement and the involvement of employees' items were removed.…”

Section: Results Of Efa Descriptive Statistics Correlations and Reliabilitymentioning

confidence: 99%

“…In the above equations, 'V' represents the variables of the performance measures, 'F' represents the factors that help explain the correlation among the performance measures, and 'E' is a random error. The EFA (exploratory factor analysis) that was undertaken revealed that the factors were logical and reflected the study's intended measurements accurately (Jong et al, 2019). Then, there was the use of principal components extraction joined with varimax rotation.…”

Section: Discussionmentioning

confidence: 99%

“…In the above equation, Y'i is the independent variable that was the performance of the firms. On the other hand, 'b' values are the regression weights, while x1…xki are the performance measures used as the independent valuables or the predictors (Jong et al, 2019). In this regression equation, the 'b' values were computed in a method that helped minimize the sum of all the squared deviations.…”

Section: Discussionmentioning

confidence: 99%

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The Effects of Total Quality Management Practices on Firm’s Performance

Kunz¹

2021

ERSJ

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Purpose: This research paper investigated the effects of Total Quality Management practices on different performance measures across firms in the United States. Design/Methodology/Approach: The paper used a cross-sectional survey methodology, and the uniting of the sample was indicated as a plant level. The sample for the study was selected from the members of the United States' top 100 best employers' companies. Two hundred fortytwo questionnaires were obtained from the respondents, which was about 56% response rate. Exploratory analysis and regression analysis were then performed in the data. Findings:The study found that different Total Quality Management practices significantly affect a firm's performance outcomes. Results also revealed a need for firms to improve the Total Quality Management practices' involvement, enhance their structure, and provide the necessary resources to the employees to improve service delivery. Practical Implications: The research results may be useful in economic practice to increase the effectiveness of productive employment and to improve service delivery. Originality/Value: The original contribution of the paper is the clear identification of the positive relationship between Total Quality Management and the analyzed performance measures based on a set of different statistical analysis.

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The relationship between TQM and project performance: Empirical evidence from Malaysian construction industry

Cited by 41 publications

References 79 publications

Effects of service quality and customer satisfaction on loyalty of bank customers

Effects of service quality and customer satisfaction on loyalty of bank customers

Do they really coexist? An empirical analysis of a conjoint implementation of Quality Management System and High Performance Work System on organizational effectiveness

The Effects of Total Quality Management Practices on Firm’s Performance

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