Impact of TQM on service Companies performance: Empirical evidence from Palestine رسالة ماجستير

Abstract

The dynamic and competitive todays business environment has made most of organizations to be striving towards devising a method that will be deployed by their rm to remain in the business by enhancing their performance. Total quality management (TQM) has been an approach deployed by some rms to reduce their shortcomings and enhance their e ciency, reliability and quality achievement. Meanwhile, the method has been partially deployed and that have been making its implementation di cult. This study examines the implementation of TQM in Palestine service companies. Structured questionnaire was used to collect the data and PLS-SEM was employed for the analysis using AMOS software. Findings from this study show that recognition and reward; and, education and training were found to be signi cant determinants of employees satisfaction. Moreover, vision and plan, employees evaluation, improvement of management control, employees satisfaction, and enhancement of quality system were found to be signi cant to the determination of service quality. In addition, employees satisfaction, customer focus are found to be determinants of customers satisfaction; and lastly, service quality and customers satisfaction were found to contribute signi cantly to the general business performance of service companies in Palestine. It is suggested in this study and argued that deployment of TQM is practicable to achieve overall business performance in Palestine service companies, if the management can endeavor to deploy the full integration of total quality management approach.