The effects of TQM practices on performance of organizations: A case of selected manufacturing industries in Saudi Arabia

Yas, Harith; Alsaud, Alanoud Bandar; Almaghrabi, Hajar Ahmed; Almaghrabi, Amani Ahmed; Othman, Bestoon

doi:10.5267/j.msl.2020.9.017

Cited by 13 publications

(11 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The results of Hypothesis (7) regarding the relationship between customer focus and QP was accepted. This result confirms the results of the previous literature (Alshourah, 2021;Chau et al, 2021;Yas et al, 2021;Aburayya et al, 2020;Kulenović, 2020;Talib et al, 2013). The results of the study reveal the commitment of public hospitals to provide comprehensive care services to patients that meet their needs and to provide partial health insurance with 80% government support in the case of a common disease.…”

Section: Discussionsupporting

confidence: 89%

“…Organizational performance (QP) typically represents the dependent variable in measuring the impact of TQM (Yas et al, 2021). QP is a method that develops an understanding of the organization's vision and enhances the organization's employees, and its ability to develop high-quality products and services (Bathaei et al, 2021;Kurniawan et al, 2020;Ahmed et al, 2018).…”

Section: Quality Performance (Qp)mentioning

confidence: 99%

“…Employee involvement is the process of allowing employees to participate and contribute to making managerial decisions and improve activities in the organization (Charles et al, 2021). This has an important role to play that leads to significant results at the organizational level (Yas et al, 2021;Carmeli et al, 2017). The process of engaging employees to participate in quality improvement procedures affects the quality of products and services, which promotes quality performance (Twum et al, 2022).…”

Section: Employee Involvementmentioning

confidence: 99%

“…Customer focus is the key to implementing TQM in public sector firms due to the need to meet social needs (Twum et al, 2022). Organizations can improve quality performance by focusing on customer requirements and measuring their perceptions and expectations with respect to different products or services (Yas et al, 2021). Kulenović et al (2021), stress that organizations should be able to respond promptly to changes in customer requirements because customer satisfaction influences the success or failure of the organization.…”

Section: Customer Focusmentioning

confidence: 99%

See 3 more Smart Citations

Assessing quality performance through seven total quality management practices

Hussain¹,

Alsmairat²,

Al-Ma’aitah³

et al. 2023

10.5267/j.uscm

View full text Add to dashboard Cite

With growing concerns about healthcare services especially during and after the Covid-19 pandemic, hospitals are compelled to provide non-traditional forms of quality services. Total quality management (TQM) practices are gaining attention and becoming a driving force to improve quality performance. This research aims to investigate the impact of TQM practices and quality performance in Jordanian public hospitals. The research used an online survey to collect data from 222 respondents from several public hospitals in Jordan. The results of structural equation modeling (SEM) confirms a positive relationship between supplier quality management, customer focus, and quality performance.

show abstract

Section: Discussionsupporting

confidence: 89%

Section: Quality Performance (Qp)mentioning

confidence: 99%

Section: Employee Involvementmentioning

confidence: 99%

Section: Customer Focusmentioning

confidence: 99%

See 2 more Smart Citations

Assessing quality performance through seven total quality management practices

Hussain¹,

Alsmairat²,

Al-Ma’aitah³

et al. 2023

10.5267/j.uscm

View full text Add to dashboard Cite

show abstract

“…Ahmad et al (2013) defined promotion as a type of accurate reinforcement to motivate customers to transfer the information and inform others about the services (Owomoyela et al, 2013). As previously debated in former sections, promotion has an identical significant role in producing the allegiance in customers of travel services (Yas et al, 2021). Thus, we propose the following hypothesis:…”

Section: The Relationship Between Promotion and Umrah Customer Loyaltymentioning

confidence: 68%

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

Self Cite

View full text Add to dashboard Cite

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.

show abstract