Do customer centricity and innovativeness mediate the relationship between total quality management and the corporate success of SaaS companies?
Benchmarking: An International Journal
ISSN: 1463-5771
Article publication date: 3 April 2023
Issue publication date: 3 April 2024
Abstract
Purpose
This research explores the mediating role of a firm's innovativeness and customer orientation on the relationship between commercial success and total quality management (TQM) in the Indian SaaS (Software-as-a-Service) sector.
Design/methodology/approach
The hypotheses suggested for this study were validated using partial least squares-based structural equation modeling on data collected from 189 executives working in SaaS companies in India.
Findings
The findings of this study revealed that a SaaS company's innovativeness fully mediates the relationship between TQM and corporate performance, whereas the customer orientation of SaaS companies partially mediates the relationship between TQM and corporate performance.
Originality/value
Findings of this paper indicate that, in addition to TQM deployment, SaaS companies' innovativeness and customer-focused strategy will improve their corporate performance. With minimal research focusing on India, this study may be considered a pioneer work. It can serve as a basis for SaaS company promoters to improve their corporate performance by implementing TQM processes.
Keywords
Citation
Dash, A. (2024), "Do customer centricity and innovativeness mediate the relationship between total quality management and the corporate success of SaaS companies?", Benchmarking: An International Journal, Vol. 31 No. 3, pp. 903-919. https://doi.org/10.1108/BIJ-05-2022-0281
Publisher
:Emerald Publishing Limited
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