An empirical test of TQM in public service sector and its impact on customer satisfaction
This article is based on the result of a TQM study aimed at investigating the relationship between TQM and customer satisfaction, as well as the strength of their manifest indicators. Several studies have proven that TQM practices have a significant positive impact on organizational performances....
| Main Author: | |
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| Format: | Article |
| Published: |
Penerbit ukm
2005
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| _version_ | 1796927424260210688 |
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| author | Arawati Agus, |
| author_facet | Arawati Agus, |
| author_sort | Arawati Agus, |
| collection | UKM |
| description | This article is based on the result of a TQM study aimed at investigating the relationship
between TQM and customer satisfaction, as well as the strength of their manifest indicators.
Several studies have proven that TQM practices have a significant positive impact on
organizational performances. However, the impact of TQM on customer satisfaction in the
service sector has not been fully addressed in empirical studies in Malaysia. To address this
gap, this study seeks to enhance understandings of the relationships between TQM practices
and customer satisfaction in a public service sector in Malaysia. Statistical methods used
include reliability analysis, correlation analysis, a two-way ANOVA and structural equation
modelling (SEM). The findings suggest that employee focus is a very important factor in
TQM implementation in the service sector followed by training, customer focus,
benchmarking, and top management commitment. The result also highlights the unique
contribution of TQM towards customer satisfaction |
| first_indexed | 2024-03-06T03:44:02Z |
| format | Article |
| id | ukm.eprints-1802 |
| institution | Universiti Kebangsaan Malaysia |
| last_indexed | 2024-03-06T03:44:02Z |
| publishDate | 2005 |
| publisher | Penerbit ukm |
| record_format | dspace |
| spelling | ukm.eprints-18022011-06-14T03:44:32Z http://journalarticle.ukm.my/1802/ An empirical test of TQM in public service sector and its impact on customer satisfaction Arawati Agus, This article is based on the result of a TQM study aimed at investigating the relationship between TQM and customer satisfaction, as well as the strength of their manifest indicators. Several studies have proven that TQM practices have a significant positive impact on organizational performances. However, the impact of TQM on customer satisfaction in the service sector has not been fully addressed in empirical studies in Malaysia. To address this gap, this study seeks to enhance understandings of the relationships between TQM practices and customer satisfaction in a public service sector in Malaysia. Statistical methods used include reliability analysis, correlation analysis, a two-way ANOVA and structural equation modelling (SEM). The findings suggest that employee focus is a very important factor in TQM implementation in the service sector followed by training, customer focus, benchmarking, and top management commitment. The result also highlights the unique contribution of TQM towards customer satisfaction Penerbit ukm 2005-07 Article PeerReviewed Arawati Agus, (2005) An empirical test of TQM in public service sector and its impact on customer satisfaction. Journal of Quality Measurement and Analysis, 1 (1). pp. 47-60. ISSN 1823-5670 http://www.ukm.my/~ppsmfst/jqma/index.html |
| spellingShingle | Arawati Agus, An empirical test of TQM in public service sector and its impact on customer satisfaction |
| title | An empirical test of TQM in public service sector and its impact on customer satisfaction |
| title_full | An empirical test of TQM in public service sector and its impact on customer satisfaction |
| title_fullStr | An empirical test of TQM in public service sector and its impact on customer satisfaction |
| title_full_unstemmed | An empirical test of TQM in public service sector and its impact on customer satisfaction |
| title_short | An empirical test of TQM in public service sector and its impact on customer satisfaction |
| title_sort | empirical test of tqm in public service sector and its impact on customer satisfaction |
| work_keys_str_mv | AT arawatiagus anempiricaltestoftqminpublicservicesectoranditsimpactoncustomersatisfaction AT arawatiagus empiricaltestoftqminpublicservicesectoranditsimpactoncustomersatisfaction |