TQM and service quality: a survey of commercial banking industry in Malaysia

Sit, Wen Yi; Ooi, Keng‐Boon; Loke, Siew Phaik; Tan, Garry Wei‐Han

doi:10.1504/ijsem.2011.037179

Cited by 24 publications

(16 citation statements)

References 36 publications

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“…Furthermore, Samat et al 's (2006) recent study on the Malaysian service firms is further enhanced with our result, as the TQM elements were seen to greatly enhance the service quality of firms. Recent studies conducted by Ooi et al (2011) and Sit et al (2011) further confirmed our result that TQM is positively and significantly connected with service quality.…”

Section: Discussionsupporting

confidence: 86%

“…A review of the literature concerning the relationship between quality management and service quality found that most research assessed the construct of service quality from the management perspective. These studies include Ooi et al (2011), Sit et al (2011), Kersten and Koch (2010), and Ueno (2008). Despite the customer‐centric approach for service delivery, very few studies (Sureshchandar et al , 2002) indeed measure service quality from the customer's perceptive.…”

Section: Methodsmentioning

confidence: 99%

“…The link between TQM practices and service quality has also been investigated in a number of studies in Malaysia and some studies attempted to identify which TQM practices contribute to service quality. For instance, an empirical study was undertaken by Sit et al (2011) on a sample of 20 commercial banks in Malaysia, their results indicate that TQM practices are significantly and positively related to service quality. Furthermore, information analysis and customer focus were identified to have direct effect on service quality.…”

Section: Literature Reviewmentioning

confidence: 99%

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A structural equation model of TQM, market orientation and service quality

Lam

Lee²,

Ooi³

et al. 2012

Managing Service Quality: An International Journal

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PurposeThe purpose of this paper is to examine the relationship between total quality management (TQM), market orientation and service quality in the Malaysian service industry.Design/methodology/approachData from 150 service firms were collected. Structural equation modeling was employed in this study to examine the associations between TQM, market orientation and service quality.FindingsThis study provides empirical evidence and confirms findings obtained from previous studies that TQM has a positive and significant relationship with both market orientation and service quality. Moreover, it was discovered that market orientation is also significantly related to service quality.Research limitations/implicationsThis research study implies that if firms are not able to comprehend the importance of TQM dimensions, by which the different dimensions of it can influence a firm's performance, they may not succeed in harvesting the full value of market orientation and service quality. Meanwhile, the findings may guide the service practitioners to understand the importance of TQM in their managerial actions in enhancing market orientation and service quality, which serves as a sound foundation for building a distinguished point of differentiation in their services.Originality/valuePast researchers have not looked into the tri‐dimensional relationship between TQM, market orientation and service quality and hence research is to be called for in this area. The paper provides practitioners with useful guidelines on the appropriate TQM practices to be implemented so that market orientation and the quality of service can be enhanced, creating superior value to the customers in a unique way, which subsequently improves a firm's competitiveness.

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Section: Discussionsupporting

confidence: 86%

Section: Methodsmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

A structural equation model of TQM, market orientation and service quality

Lam

Lee²,

Ooi³

et al. 2012

Managing Service Quality: An International Journal

View full text Add to dashboard Cite

show abstract

“…While there is considerable research and knowledge in the adoption of TQM practices in manufacturing environment, there is still a lack of TQM studies in the services sector (AlonsoAlmeida, Marimon, & Bernardo, 2013;Huq, 2005;Samat, Ramayah, & Saad, 2006;Yapa, 2012). According to Sit, Ooi, Loke, andHan (2011), Al-Tabbaa, Gadd, andAnkrah (2013), Boulter, Bendell, and Dahlgaard (2013) and Calvo-Mora, Picón, Ruiz, and Cauzo (2014), there is still not an appropriate framework for applying TQM, especially in the services sector. Based on this gap in the literature, researchers suggest that future research should focus on TQM implementation across service companies (Abusa & Gibson, 2013), investigating the factors that are essential and critical for the successful implementation of TQM in the services sector (Al-Tabbaa et al, 2013;Mensah, Copuroglu, & Fening, 2012) as well as the respective outcomes (Lam et al, 2012;Singh & Sushil, 2013).…”

Section: Introductionmentioning

confidence: 99%

Total quality management practices and performance outcomes in Spanish service companies

Jaca

Psomas

2015

Total Quality Management & Business Excellence

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The present study focuses on total quality management (TQM) implementation in service companies. The purpose of the study is to determine the latent factors of the TQM practices implemented as well as the dimensions of the respective performance outcomes. A research project was carried out in 72 Spanish service companies, using the questionnaire method. Two measurement models were formulated. The first model includes the TQM practices, while the second contains the performance outcomes. Exploratory factor analyses are applied to extract the latent factors. The TQM factors revealed by this study are the quality practices of top management, process management, employee quality management, customer focus and employee knowledge and education. The dimensions of the performance outcomes are financial performance, customer satisfaction, product/service quality performance and operational performance. In this study, TQM adoption in service companies is decoded by determining specific TQM factors. Moreover, the performance outcomes from TQM are classified. The TQM factors and the dimensions of performance outcomes expand the literature on TQM in the services sector.

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“…Besides this, the higher education industry is the backbone of every nation, specifically the developing countries. The importance of implementing TQM systems in manufacturing sectors (Singh et al, 2018;Shafiq et al, 2017) and the banking sector has been studied (Sit et al, 2010), but its implementation in the higher education system still calls for further attention. The higher education sector of Pakistan is facing issues of quality as it is ranked as one of the lowest quality education systems all around the world.…”

Section: Introductionmentioning

confidence: 99%

Effects of Total Quality Management (Tqm) on Financial and Non-Financial Performance: Evidence From Higher Educational Sector of Pakistan

Shafqat

Mushtaq

Tahir

et al. 2021

HSSR

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Purpose: This research explores the causal linkage between TQM and financial performance or non-financial performance within the higher education sector of Pakistan. In this regard, the link between each element of total quality management, including tangibles, reliability, responsiveness, assurance, and empathy, was explored and empirically analyzed concerning financial and non-financial performance. Methodology: The regression and correlation statistical measures, using SPSS version 20.0, were used to study the linkage of TQM with financial and non-financial performance. The study utilized a quantitative research approach for data collection purposes, and data was gathered from 220 employees of well-established higher educational institutes of Islamabad and Rawalpindi with the help of a directly administered survey approach. Results: The results support the causal linkage between TQM and financial or non-financial performance. The findings indicate that TQM has a significant positive link with the financial and non-financial performance of service organizations within the higher education sector of Pakistan. Applications of this study: The higher education industry is the backbone of every nation, especially the developing countries. The higher education sector of developing countries, such as Pakistan, has been facing issues of quality, and hence the implementation of TQM practices can have a considerable effect on its improvement. This study provides valued insights for higher education practitioners to revise policies for the positive growth and development of this sector. The Novelty of this study: The contribution of this research is the investigation of TQM practices on financial and non-financial performance of higher educational institutes of a developing nation, i.e. Pakistan, where it is relatively a new concept. It was found that TQM practices have a significant impact on financial and non-financial performance.

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TQM and service quality: a survey of commercial banking industry in Malaysia

Cited by 24 publications

References 36 publications

A structural equation model of TQM, market orientation and service quality

A structural equation model of TQM, market orientation and service quality

Total quality management practices and performance outcomes in Spanish service companies

Effects of Total Quality Management (Tqm) on Financial and Non-Financial Performance: Evidence From Higher Educational Sector of Pakistan

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