The relationship between total quality management practices and organisational performance in service organisations

Abstract

Quality is an effective strategic weapon for improving productivity in the organization. A quality management framework based on the attribute theory of service quality was used to show how the organisational performance is affected by various quality dimensions. Using a questionnaire survey and subsequent data analysis, an empirically valid and reliable measurement instrument of quality dimensions was developed. Several multiple regression models were developed which indicated that the dimensions “role of top management” and “customer satisfaction” are among the most important in terms of their effect on organisational performance.

Citation

Hasan, M. and Kerr, R.M. (2003), "The relationship between total quality management practices and organisational performance in service organisations", The TQM Magazine, Vol. 15 No. 4, pp. 286-291. https://doi.org/10.1108/09544780310486191