Are TQM practices supporting customer satisfaction and service quality?

Journal of Services Marketing

Volumn 25, Issue 6, 2011, Pages 410-419

  Ooi, Keng Boon ^a   Lin, Binshan ^b   Tan, Boon In ^a   Chong, Alain Yee Loong ^c  

^a UNIVERSITI TUNKU ABDUL RAHMAN   (Malaysia)

^b LOUISIANA STATE UNIVERSITY   (United States)

^c INTI INTERNATIONAL UNIVERSITY   (Malaysia)

Author keywords

Customer satisfaction; Malaysia; Service quality; Small service business firms; Total quality management

Indexed keywords

EID: 80053062013     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876041111161005     Document Type: Article

References (59)

1. Andaleeb, S.S. (1998), "Determinants of customer satisfaction with hospitals: a managerial model" in International Journal of Health Care Quality Assurance, Vol. 11, No. 6, pp. 181-7.
2. Anjard, R.P. (1998), "Total quality management: key concepts" in Work Study, Vol. 47, No. 7, pp. 238-47.
3. Antony, J., Leung, K., Knowles, G. and Gosh, S. (2002), "Critical success factors of TQM implementation in Hong Kong industries" in International Journal of Quality & Reliability Management, Vol. 19, No. 5, pp. 551-66.
4. Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996), "SERVQUAL revisited: a critical review of service quality" in Journal of Services Quality, Vol. 10, No. 6, pp. 62-81.
5. Babakus, E. and Boller, G.W. (1992), "An empirical assessment of the SERVQUAL scale" in Journal of Business Research, Vol. 24, No. 3, pp. 253-68.
6. Brah, S.A., Wong, J.L. and Rao, B.M. (2000), "TQM and business performance in the service sector: a Singapore study" in International Journal of Operations & Production Management, Vol. 20, No. 11, pp. 1293-312.
7. Chong, A.Y.L., Ooi, K.B., Lin, B. and Tan, B.I. (2010), "Online banking adoption: an empirical analysis" in International Journal of Bank Marketing, Vol. 28, No. 4, pp. 267-87.
8. Dimitriades, A.S. (2006), "Customer satisfaction, loyalty and commitment in service organizations: some evidence from Greece" in Management Research News, Vol. 29, No. 12, pp. 782-800.
9. Dow, D., Samson, D. and Ford, S. (1999), "Exploding the myth: do all quality management practices contribute to superior quality performance?" in Production and Operations Management, Vol. 8, No. 1, pp. 1-27.
10. Fecíková, I. (2004), "An index method for measurement of customer satisfaction" in The TQM Magazine, Vol. 16, No. 1, pp. 57-66.
11. Flynn, B.B., Schroeder, R.G. and Sakakibara, S. (1994), "A framework for quality management research and an associated measurement instrument" in Journal of Operations Management, Vol. 11, No. 4, pp. 339-66.
12. FMM Directory (2007), Malaysian Industries, 38th ed., Federation of Malaysian Manufacturers, Kuala Lumpur.
13. Garvin, D.A. (1983), "Quality on the line" in Harvard Business Review, Vol. 61, No. 5, pp. 65-75.
14. Ghosh, B.C. and Mak, T.L. (1994), "Total quality management in services: the case of Singapore's advertising industry" in The TQM Magazine, Vol. 6, No. 4, pp. 34-41.
15. Gro{double acute}nroos, C. (2001), "Guru's view: the perceived service quality concept - a mistake?" in Managing Service Quality, Vol. 11, No. 3, pp. 150-2.
16. Gupta, A. and Chen, I. (1995), "Service Quality: implications for management development" in International Journal of Quality & Reliability Management, Vol. 12, No. 7, pp. 28-35.
17. Gupta, A., McDaniel, J.C. and Herath, S.K. (2005), "Quality management in service firms: sustaining structures of total quality service" in Managing Service Quality, Vol. 15, No. 4, pp. 389-402.
18. González, T.F. and Guillén, M. (2002), "Leadership ethical dimension: a requirement in TQM implementation" in The TQM Magazine, Vol. 14, No. 2, pp. 150-64.
19. Hair, J.F., Anderson, R.E., Tatham, R.R. and Black, W.C. (1998), Multivariate Data Analysis, Prentice Hall International, Englewood Cliffs, NJ.
20. Host, V. and Knie-Andersen, M. (2004), "Modeling customer satisfaction in mortgage credit companies" in The International Journal of Bank Marketing, Vol. 22, No. 1, pp. 26-42.
21. Huq, Z. (2005), "Managing change: a barrier to TQM implementation in service industries" in Managing Service Quality, Vol. 15, No. 5, pp. 452-69.
22. Khamalah, J.N. and Lingaraj, B.P. (2007), "TQM in the service sector: a survey of small businesses" in Total Quality Management & Business Excellence, Vol. 18, No. 9, pp. 973-82.
23. Kotler, P., Leong, S.M., Ang, S.H. and Tan, C.T. (1996), Marketing Management: An Asian Perspective, Prentice Hall, Simon & Schuster (Asia) Pte Ltd, Singapore.
24. Kumar, V., Smart, P.A., Maddern, H. and Maull, R.S. (2008), "Alternative perspectives on service quality and customer satisfaction: the role of BPM" in International Journal of Service Industry Management, Vol. 19, No. 2, pp. 176-87.
25. Lagrosen, S. (2001), "Strengthening the weakest link of TQM - from customer focus to customer understanding" in The TQM Magazine, Vol. 13, No. 5, pp. 348-54.
26. Lakhe, R.R. and Mohanty, R.P. (1995), "Understanding TQM in service systems" in International Journal of Quality & Reliability Management, Vol. 12, No. 9, pp. 139-53.
27. Lassar, W.M., Manolis, C. and Winsor, R.D. (2000), "Service quality perspectives and satisfaction in private banking" in Journal of Services Marketing, Vol. 14, No. 3, pp. 244-71.
28. Lin, R.J., Chen, R.H. and Chiu, K.K.S. (2010), "Customer relationship management and innovation capability: an empirical study" in Industrial Management & Data Systems, Vol. 101, No. 1, pp. 111-33.
29. Maddern, H., Maull, R., Smart, A. and Baker, P. (2007), "Customer satisfaction and service quality in UK financial services" in International Journal of Operations & Production Management, Vol. 27, No. 9, pp. 998-1019.
30. Melan, E.H. (1998), "Implementing TQM: A contingency approach to intervention and change" in International Journal of Quality Science, Vol. 3, No. 2, pp. 126-46.
31. Min, H., Min, H. and Chung, K. (2002), "Dynamic benchmarking of hotel service quality" in Journal of Services Marketing, Vol. 16, No. 4, pp. 302-21.
32. Ministry of International Trade and Industry (2007), "Trade and transport facilitation: the Malaysian experience and milestone", available at: www.unescap.org/tid/projects/egmtf_s3Damiri.pdf (accessed 2 December 2008).
33. Naoum, S. (2002), "An overview into the concept of partnering" in International Journal of Project Management, Vol. 21, No. 1, pp. 71-6.
34. Nunnally, J.C. and Bernstein, I.H. (1994), Psychometric Theory, 3rd ed., McGraw-Hill Inc., New York, NY.
35. Pan, J.N. and Kuo, T.C. (2010), "Developing a new key performance index for measuring service quality" in Industrial Management & Data Systems, Vol. 110, No. 6, pp. 823-40.
36. Pannirselvam, G.P. and Ferguson, L.A. (2001), "A study of the relationships between the Baldrige categories" in International Journal of Quality & Reliability Management, Vol. 18, No. 1, pp. 14-34.
37. Parasuraman, A., Berry, L.A. and Zeithaml, V. (1985), "A conceptual model of service quality and its implications for future research" in Journal of Marketing, Vol. 49, Fall, pp. 41-50.
38. Prajogo, D.I. and McDermott, C. (2005), "The relationship between TQM practices and organizational culture" in International Journal of Operational & Production Management, Vol. 25, No. 11, pp. 1101-22.
39. Prajogo, D.I. and Sohal, A.S. (2003), "The relationship between TQM practices, quality performance, and innovation performance: an empirical examination" in International Journal of Quality & Reliability Management, Vol. 20, No. 8, pp. 901-18.
40. Quester, P.G. and Romaniuk, S. (1997), "Service quality in the Australian advertising industry: a methodological study" in Journal of Services Marketing, Vol. 11, No. 3, pp. 180-92.
41. Rodie, A.R. and Martin, C.L. (2001), "Competing in the service sector: the entrepreneurial challenge" in International Journal of Entrepreneurial Behaviour & Research, Vol. 7, No. 1, pp. 5-21.
42. Sakthivel, P.B., Rajendran, G. and Raju, R. (2005), "TQM implementation: TQ implementation and students' satisfaction of academic performance" in The TQM Magazine, Vol. 17, No. 6, pp. 573-89.
43. Samat, N., Ramayah, T. and Saad, N.M.J. (2006), "TQM practices, service quality, and market orientation: Some evidence from a developing country" in Management Research News, Vol. 29, No. 11, pp. 713-28.
44. Samson, D. and Terziovski, M. (1999), "The relationship between total quality management practices and operational performance" in Journal of Operations Management, Vol. 17, pp. 393-409.
45. Sanchez-Rodriguez, C. and Martinez-Lorente, A.R. (2011), "Effects of IT and quality management in performance" in Industrial Management & Data Systems, Vol. 111, No. 6, pp. 830-48.
46. Shenawy, E.E., Baker, T. and Lemak, D.J. (2007), "A meta-analysis of the effect of TQM on competitive advantage" in International Journal of Quality & Reliability Management, Vol. 24, No. 5, pp. 442-71.
47. Sirvanci, M.B. (2004), "Critical issues for TQM implementation in higher education" in The TQM Magazine, Vol. 16, No. 6, pp. 382-6.
48. Sit, W.Y., Ooi, K.B., Lin, B. and Chong, A.Y.L. (2009), "TQM and customer satisfaction in Malaysia's service sector" in Industrial Management & Data Systems, Vol. 109, No. 7, pp. 957-75.
49. Sivabrovornvatana, N., Siengthai, S., Krairit, D. and Paul, H. (2005), "Technology usage, quality management system, and service quality in Thailand" in International Journal of Health Care Quality Assurance, Vol. 18, No. 6, pp. 413-23.
50. Sohal, A.S. and Terziovski, M. (2000), "TQM in Australian manufacturing: factors critical to success" in International Journal of Quality & Reliability Management, Vol. 17, No. 2, pp. 158-67.
51. Sureshchandar, G.S., Rajendran, C. and Anantharaman, R.N. (2002), "The relationship between service quality and customer satisfaction - a factor specific approach" in Journal of Service Marketing, Vol. 16, No. 4, pp. 363-79.
52. Tan, W.G., Cater-Steel, A., Toleman, M. and Implementing, I.T. (2010), "service management: a case study focussing on critical success factors" in Journal of Computer Information Systems, Vol. 50, No. 2, pp. 1-12.
53. Teh, P.L., Yong, C.C., Arumugam, V. and Ooi, K.B. (2009), "Does total quality management reduce employees' role conflict?" in Industrial Management & Data Systems, Vol. 109, No. 8, pp. 1118-36.
54. Terziovski, M. (2006), "Quality management practices and their relationship with customer satisfaction and productivity improvement" in Management Research News, Vol. 29, No. 7, pp. 414-24.
55. Yang, C.C. (2006), "The impact of human resource management practices on the implementation of total quality management: an empirical study on high-tech firms" in The TQM Magazine, Vol. 18, No. 2, pp. 162-73.
56. Yasin, M.M., Kunt, F.A.M. and Zimmerer, T.W. (2004), "TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness" in Managing Service Quality, Vol. 14, No. 5, pp. 377-89.
57. Yaya, L.H.P., Marumon, F. and Casadesus, M. (2011), "Customer's loyalty and perception of ISO 9001 in online banking" in Industrial Management & Data Systems, Vol. 111, No. 8, pp. 1194-213.
58. Zhang, Z.H. (2000), "Implementation of total quality management: an empirical study of Chinese manufacturing forms", unpublished PhD thesis, University of Groningen, Groningen.
59. Martin, C.L. (1998), "Relationship marketing: a high-involvement product attribute approach" in Journal of Product and Brand Management, Vol. 7, No. 1, pp. 6-26.