Issues and Challenges of Total Quality Management Practices On Customer Satisfaction

  • Osoko Onyike Osoko UNISZA
  • Habsah Binti Muda Faculty of Business and Management, Universiti Sultan Zainal Abidin, 21300 Kuala Nerus, Terengganu. Malaysia
Keywords: Total quality management, customer satisfaction, issues and challenges

Abstract

Total quality management practices and customer satisfaction are contemporary concerns most especially in the service sector. While analysing the issues and challenges, experts believe that customer is dissatisfied with corporate organisation and establishment due to the ineffectiveness of total quality management practices. However, this review present, investigates and identifies the challenges of total quality management practices on customer satisfaction. The review further highlights key dimensions of total quality management practices with relevant theories influencing customer satisfaction. Although, the previous association between both components holds some contradictions. However, regardless of the conceptual review, there is evidence that total quality management dimensional factors could be factors to enhance customer satisfaction. Hence, policymakers could formulate policies to drive satisfied customers and build on existing knowledge on total quality management practices. Therefore, the study further suggests that empirical research should be examined on the factors presented. Thus, implications are further discussed in the study.

Downloads

Download data is not yet available.

References

Ahire, S. L., & Ravichandran, T. (2001). An innovation diffusion model of TQM implementation. IEEE Transactions on Engineering

Management, 48(4), 445-464. https://doi.org/10.1109/17.969423

AK, F. R. (2017). Impact of total quality management on customer satisfaction. International Journal of Management and Commerce Innovations, 4(2), 702-709. Available at: www.researchpublish.com

Alotaibi, G. B. G., Yusoff, R. Z., Mokhtar, S. S. M., & Taib, C. A. (2020). Total quality management: Perspective of Saudi healthcare

organizations. Journal of Business Management and Accounting, 9(1), 89-93. DOI: https://doi.org/10.32890/jbma2019.9.1.8769

Ang, Y. S., Lee, V. H., Tan, B. I., & Chong, A. Y. L. (2011). The impact of TQM practices on learning organisation and customer

orientation: a survey of small service organisations in Malaysia. International Journal of Services, Economics and Management, 3(1), 62-77. https://doi.org/10.1504/IJSEM.2011.037178

Anil, A. P., & Satish, K. P. (2019). Enhancing customer satisfaction through total quality management practices–an empirical examination. Total Quality Management & Business Excellence, 30(13-14), 1528-1548.

https://doi.org/10.1080/14783363.2017.1378572

Antunes, M. G., Mucharreira, P. R., T Justino, M. R., & Texeira Quirós, J. (2020). Total quality management and quality certification on services corporations. International Journal for Quality Research, 14(3). http://doi.org/10.24874/IJQR14.03-13

Benavides-Velasco, C. A., Quintana-García, C., & Marchante-Lara, M. (2014). Total quality management, corporate social responsibility and performance in the hotel industry. International Journal of Hospitality Management, 41, 77-87.

https://doi.org/10.1016/j.ijhm.2014.05.003

Bhattacherjee, A., & Premkumar, G. (2004). Understanding changes in belief and attitude toward information technology usage: A theoretical model and longitudinal test. MIS Quarterly, 229-254. https://doi.org/10.2307/25148634

Bon, A. T., & Mustafa, E. M. (2013). Impact of total quality management on innovation in service organizations: Literature review and new conceptual framework. Procedia Engineering, 53(0), 516-529. https://doi.org/10.1016/j.proeng.2013.02.067

Chen, C. F., & Tsai, D. (2007). How destination image and evaluative factors affect behavioural intentions?. Tourism Management, 28(4), 1115-1122. https://doi.org/10.1016/j.tourman.2006.07.007

Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioural intentions in service environments. Journal of Retailing, 76(2), 193-218. https://doi.org/10.1016/S0022-4359(00)00028-2

Dean Jr, J. W., & Bowen, D. E. (1994). Management theory and total quality: improving research and practise through theory development. Academy of Management Review, 19(3), 392-418. https://doi.org/10.5465/amr.1994.9412271803

DF, Cox. (1967). Risk-taking and Information Handling, Risk Taking and Information Handling in Consumer Behaviour, DF Cox ed.

Elkhani, N., & Bakri, A. (2012). Review on “expectancy disconfirmation theory” (EDT) Model in B2C E-Commerce. Journal of Information Systems Research and Innovation, 2(12), 95-102. http://seminar.utmspace.edu.my/myaisprint/

Evans, J. R., & Lindsay, W. M. (2008). Managing for Quality and Performance Excellence (7 ed.). Mason: Thomson South-Western.

Ezenyilimba, E. P., Ezejiofor, R. A., & Afodigbueokwu, H. E. (2019). Effect of total quality management on organizational performance of deposit money banks in Nigeria.

Flynn, B. B., Sakakibara, S., & Schroeder, R. G. (1995). Relationship between JIT and TQM: practices and performance. Academy of Management Journal, 38(5), 1325-1360. https://doi.org/10.5465/256860

Fragassa, C., Pavlovic, A., & Massimo, S. (2014). Using a total quality strategy in a new practical approach for improving the product reliability in automotive industry. International Journal for Quality Research, 8(3).

Garvin, D. A. (1984). What does “product quality” really mean?. Sloan Management Review, 25.

Gijo, E. V., Bhat, S., Antony, J., & Park, S. H. (2021). Ten commandments for successful implementation of Design for Six Sigma.

The TQM Journal. https://doi.org/10.1108/TQM-01-2021-0014

Gruner, K. E., & Homburg, C. (2000). Does customer interaction enhance new product success?. Journal of Business Research, 49(1), 1-14. https://doi.org/10.1016/S0148-2963(99)00013-2

Haffar, M., Al-Karaghouli, W., Irani, Z., Djebarni, R., & Gbadamosi, G. (2019). The influence of individual readiness for change dimensions on quality management implementation in Algerian manufacturing organisations. International Journal of Production Economics, 207, 247-260. https://doi.org/10.1016/j.ijpe.2016.08.024

Hausknecht, D. R. (1990). Measurement scales in consumer satisfaction/dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 3(1), 1-11.

Hsiao, C. H., Chang, J. J., & Tang, K. Y. (2016). Exploring the influential factors in continuance usage of mobile social Apps: Satisfaction, habit, and customer value perspectives. Telematics and Informatics, 33(2), 342-355. https://doi.org/10.1016/j.tele.2015.08.014

Juneja, D., Ahmad, S., & Kumar, S. (2011). The adaptability of total quality management to the service sector. International Journal of Computer Science & Management Studies, 11(2), 93-98.

Jimoh, R., Oyewobi, L., Isa, R., & Waziri, I. (2019). Total quality management practices and organizational performance: the mediating roles of strategies for continuous improvement. International Journal of Construction Management, 19(2), 162-177. https://doi.org/10.1080/15623599.2017.1411456

Jitpaiboon, T., & Rao, S. S. (2007). A meta-analysis of quality measures in the manufacturing system. International Journal of Quality & Reliability Management, 24(1), 78-102. https://doi.org/10.1108/02656710710720349

Juran, J. M., Gryna, F. M., & Bingham, R. S. (1974). Quality control handbook (No. 658.562 Q-1q). McGraw Hill,

Kanji, G. K., Kristensen, K. K., & Dahlgaard, J. J. (1992). Total quality management as a strategic variable. Total Quality Management, 3(1), 3-8. https://doi.org/10.1080/09544129200000001

Kim, D. Y., Kumar, V., & Kumar, U. (2012). Relationship between quality management practices and innovation. Journal Of Operations Management, 30(4), 295-315. https://doi.org/10.1016/j.jom.2012.02.003

Kuehn, A. A., & Day, R. L. (1962). The strategy of product quality. Harvard Business Review.

Kumar, R., Singh, K., & Jain, S. K. (2020). A combined AHP and TOPSIS approach for prioritizing the attributes for successful

implementation of agile manufacturing. International Journal of Productivity and Performance Management. https://doi.org/10.1108/IJPPM-05-2019-0221

Kull, T. J., & Wacker, J. G. (2010). Quality management effectiveness in Asia: The influence of culture. Journal of Operations Management, 28(3), 223-239. https://doi.org/10.1016/j.jom.2009.11.003

Lancaster, K. J. (1966). A new approach to consumer theory. Journal of Political Economy, 74(2), 132-157.

Lee, S. (2011). Evaluating serviceability of healthcare services capes: Service design perspective. International Journal of Design, 5(2). https://doi/10.1.1.444.828

Li, D., Zhao, Y., Zhang, L., Chen, X., & Cao, C. (2018). Impact of quality management on green innovation. Journal of Cleaner Production, 170, 462-470. https://doi.org/10.1016/j.jclepro.2017.09.158

Mukhopadhyay, M. (2020). Total quality management in education. SAGE Publications Pvt. Limited.

Mushtaq, N., Peng, W. W., & Lin, S. K. (2011). Exploring the lost link between TQM, innovation and organization financial performance through non-financial measures. In International Conference on Innovation, Management and Service, 14.

Mustafa, E. M. A. (2015). Impact of Total Quality Management Practices on Innovation in Service Organizations. (Doctoral dissertation, Universiti Tun Hussein Onn Malaysia). Available at https://core.ac.uk/download/pdf/42956199.pdf

Nair, A. (2006). A meta-analysis of the relationship between quality management practices and firm performance—implications for quality management theory development. Journal of Operations Management, 24(6), 948-975. https://doi.org/10.1016/j.jom.2005.11.005

Nimeh, H. A., Abdallah, A. B., & Sweis, R. (2018). Lean supply chain management practices and performance: empirical evidence from manufacturing companies. International Journal of Supply Chain Management, 7(1), 1-15. Available at https://core.ac.uk/reader/230749380

Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414. https://doi.org/10.1016/j.ijhm.2019.102414

Ogiemwonyi, O., Harun, A., Rahman, A., Hamawandy, N. M., Alam, M. N., & Jalal, F. B. (2020a). Examining the impact of service quality dimensions on customer loyalty towards hypermarket retailing: A case study of Malaysia. International Journal of PsychosocialRehabilitation,24(04). https://doi.org/10.37200/IJPR/V24I4/PR2020737

Ogiemwonyi, O., Harun, A., Rahman, A., Alam, M. N., & Hamawandy, N. M. (2020b). The relationship between service quality dimensions and customer satisfaction towards hypermarket in Malaysia. International Journal of Psychosocial Rehabilitation, 24(05). https://doi.org/10.37200/IJPR/V24I5/PR201904

Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi.org/10.1177/002224378001700405

Othman, B. J., Hamawandy, N. M., Aziz, H. T., Ali, R. M., Khoshnaw, R. T., Majid, A. A., & Ogiemwonyi, O. (2020). Interpret and apply economic analysis to the role of international business organizations and their activities: A case study of Adelia. Solid State Technology, 63(5), 4525-4533. Available at www.solidstatetechnology.us

Pekovic, S., & Galia, F. (2009). From quality to innovation: Evidence from two French employer surveys. Technovation, 29(12), 829-842. https://doi.org/10.1016/j.technovation.2009.08.002

Peterson, R. A., & Wilson, W. R. (1992). Measuring customer satisfaction: fact and artifact. Journal of The Academy of Marketing Science, 20(1), 61-71. https://doi.org/10.1007/BF02723476

Rahman, I., Park, J., & Chi, C. G. Q. (2015). Consequences of “greenwashing”. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-04-2014-0202

Reeves, C. A., & Bednar, D. A. (1994). Defining quality: alternatives and implications. Academy of Management Review, 19(3), 419-445. https://doi.org/10.5465/amr.1994.9412271805

Sadikoglu, E., & Olcay, H. (2014). The effects of total quality management practices on performance and the reasons for and the barriers to TQM practices in Turkey. Advances in Decision Sciences. http://dx.doi.org/10.1155/2014/537605

Sadikoglu, E., & Zehir, C. (2010). Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: An empirical study of Turkish firms. International Journal of

Production Economics, 127(1), 13-26. https://doi.org/10.1016/j.ijpe.2010.02.013

Sarkees, M. E., & Hulland, J. (2009). Efficiency and innovation: It is possible to have it all. Business Horizons, 52(1), 45-55. https://doi.org/10.1016/j.bushor.2008.08.002

Sciarelli, M., Gheith, M. H., & Tani, M. (2020). The relationship between quality management practices, organizational innovation, and technical innovation in higher education. Quality Assurance in Education. https://doi.org/10.1108/QAE-10-2019-0102

Shokri, A., Antony, J., Garza-Reyes, J. A., & Upton, M. (2021). Scoping review of the readiness for sustainable implementation of Lean Six Sigma projects in the manufacturing sector. International Journal of Quality & Reliability Management. https://doi.org/10.1108/IJQRM-08-2020-0261

Sila, I., & Walczak, S. (2017). Universal versus contextual effects on TQM: a triangulation study using neural networks. Production Planning & Control, 28(5), 367-386. https://doi.org/10.1080/09537287.2017.1296598

Sindhwani, R., & Malhotra, V. (2018). An integrated approach for implementation of the agile manufacturing system in an Indian manufacturing industry. Benchmarking: An International Journal. https://doi.org/10.1108/BIJ-01-2017-0017

Soares, A., Soltani, E., & Liao, Y. Y. (2017). The influence of supply chain quality management practices on quality performance: an empirical investigation. Supply Chain Management: An International Journal. https://doi.org/10.1108/SCM-08-2016-0286

Söderlund, M. (1998). Customer satisfaction and its consequences on customer behaviour revisited. International Journal of Service Industry Management. https://doi.org/10.1108/09564239810210532

Sommerville, J., & Robertson, H. W. (2000). A scorecard approach to benchmarking for total quality construction. International Journal of Quality & Reliability Management. https://doi.org/10.1108/02656710010298526

Tonjang, S., & Thawesaengskulthai, N. (2020). A systematic literature review of TQM and innovation in healthcare. In ISPIM Conference Proceedings. The International Society for Professional Innovation Management (ISPIM), 1-17.

Torres, E. N. (2014). Deconstructing service quality and customer satisfaction: Challenges and directions for future research. Journal of Hospitality Marketing & Management, 23(6), 652-677. https://doi.org/10.1080/19368623.2014.846839

Viada-Stenger, M.C., Balbastre-Benavent, F., & Redondo-Cano, A. M. (2010). The implementation of a quality management system based on the Q tourist quality standard. The case of hotel sector. Service Business, 4(3-4), 177-196. https://doi.org/10.1007/s11628-009-0087-1

Wang, Y. J., Hernandez, M. D., & Minor, M. S. (2010). Web aesthetics effects on perceived online service quality and satisfaction in an e-tail environment: The moderating role of purchase task. Journal of Business Research, 63(9-10), 935-942. https://doi.org/10.1016/j.jbusres.2009.01.016

Wolkins, D. O. (1996). Total Quality: A framework for Leadership: Portland Productivity Press

Yi, Y. (1990). A critical review of consumer satisfaction. Review of Marketing, 4(1), 68-123. Available at https://deepblue.lib.umich.edu/bitstream/handle/2027.42/36290/b1412322.0001.001.pdf?sequence=2

Žabkar, V., Brenčič, M. M., & Dmitrović, T. (2010). Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level. Tourism Management, 31(4), 537-546. https://doi.org/10.1016/j.tourman.2009.06.005

Published
2021-05-05
How to Cite
Onyike Osoko, O., & Habsah Binti Muda. (2021). Issues and Challenges of Total Quality Management Practices On Customer Satisfaction. The Journal of Management Theory and Practice (JMTP), 2(2), 12-19. https://doi.org/10.37231/jmtp.2021.2.2.94
Section
Marketing & Management