A comparative analysis of cultural, conceptual and practical constraints on quality management implementations--findings from Australian and Korean banking industries

Kayis, Berman; Kim, H.; Shin, Tack-Hyun

doi:10.1080/1478336032000090978

Cited by 15 publications

(11 citation statements)

References 32 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…This study also established a positive and significant link between communication and TQM in Uganda's LGs. This finding is consistent with previous studies (Kayis et al 2003;Mjema et al 2005), who established that TQM initiatives require adequate communication. Based on this finding, when LGs improve on their communication systems, TQM initiatives will likely be stimulated, which in turn may support QSD improvements by LGs.…”

Section: Discussionsupporting

confidence: 94%

“…This is because it strengthens employee relationships and enhances their performance potential essential in QSD. Studies by Bharati and Berg (2003), Kayis et al (2003) and Mjema et al (2005) point to the immense role of communication in TQM. It enhances quality awareness, reduces quality costs, speeds up transmission of quality data among participating actors, and consequently spurs QSD.…”

Section: Introductionmentioning

confidence: 96%

See 1 more Smart Citation

Communication and quality service delivery in Uganda's local government: the mediating influence of total quality management

Musenze

Munene

Ntayi

et al. 2014

African Journal of Science, Technology, Innovation and Developm

View full text Add to dashboard Cite

The study aimed at understanding the role of total quality management (TQM) as a mediator between communication and quality service delivery (QSD) in Uganda's local government (LGs). Data were collected using a cross-sectional research design from 212 LGs whose heads of department and section heads formed the unit of inquiry. The paper utilises the Med Graph program, Sobel's z-test and the Kenny and Baron procedure to test the role of TQM as a mediator between communication and QSD. The findings revealed that TQM is a significant mediator between communication and QSD, and enhances the relationship by 24.3%. In addition, a partial type of mediation was established. Overall, the results show that communication predicts QSD directly and also indirectly via TQM. The study was cross-sectional with its inherent flaws. Future studies should consider mediation studies from a longitudinal perspective. In addition, the data were collected only from Uganda's LGs. Therefore, the findings may be limited to the sample studied and negate the possibility of generalisation. In terms of practical implications, LG managers should consider TQM as stimuli for communication to ensure QSD. The paper contributes to the service literature by extending the role of communication for QSD within the context of LGs whose empirical stance is still scanty. In addition, it contributes to literature on TQM by highlighting its mediatory role for QSD in LGs.

show abstract

Section: Discussionsupporting

confidence: 94%

Section: Introductionmentioning

confidence: 96%

Communication and quality service delivery in Uganda's local government: the mediating influence of total quality management

Musenze

Munene

Ntayi

et al. 2014

African Journal of Science, Technology, Innovation and Developm

View full text Add to dashboard Cite

show abstract

“…A paper published in 2003 proposes a model linking perceived service quality, customer satisfaction, customer loyalty and employee satisfaction while implementing TQM amongst Australian and Korean banking industries [4]. The study further tested the developed model by using several measure and found significant relationships and path links between perceived service quality, customer satisfaction, and customer loyalty as well as between TQM practices and employee satisfaction.…”

Section: Tqm Implementation In Banking Sectormentioning

confidence: 99%

“…Use of TQM in the banking is not too old, earlier studies shows that TQM approach in the banking is a recent trend and is showing better performance after its implementation [4]. TQM, which is about total customer service and continuous customer satisfaction, is applicable to almost all service industries including banks where the customer is treated as king.…”

Section: Tqm Implementation In Banking Sectormentioning

confidence: 99%

See 1 more Smart Citation

Impact of Total Quality Management and Service Quality in the Banking Sector

Talib¹,

Rahman²

2012

Telecommun Syst Manage

View full text Add to dashboard Cite

After the successful implementation of TQM in manufacturing it is now being extensively applied in service sectors including banks, to improve business performance. Keeping this in view, the purpose of this paper is to present a detailed overview of the role of service quality and Total Quality Management (TQM), and its critical dimensions in the banking sector. A detailed review of the literature on TQM and service quality concepts was carried out in context of the banking sector. The study further explored the experience of TQM implementation in banks adopting this approach. The findings indicate that to ensure successful implementation of TQM in the banks, there are certain critical dimensions which needs to be addressed, viz: management commitment and support towards TQM, motivating and training of employees, and monitoring of customers' requirement through feedback. Beside this, it was also found that service quality is an important construct in banking sector and identifies four broad conceptual categories related to service quality. The finding will provide an understanding of the role of TQM and service quality in banking sector and it also provides useful direction for future research.

show abstract

A low quality–high cost–low satisfaction trap in public health care: a model and an efficiency-quality-welfare improving stochastic resolution

Kara

2011

Qual Quant

View full text Add to dashboard Cite

A comparative analysis of cultural, conceptual and practical constraints on quality management implementations--findings from Australian and Korean banking industries

Cited by 15 publications

References 32 publications

Communication and quality service delivery in Uganda's local government: the mediating influence of total quality management

Communication and quality service delivery in Uganda's local government: the mediating influence of total quality management

Impact of Total Quality Management and Service Quality in the Banking Sector

A low quality–high cost–low satisfaction trap in public health care: a model and an efficiency-quality-welfare improving stochastic resolution

Contact Info

Product

Resources

About