The Impact of Total Quality Management Implementation on the SERVQUL-Based Perceived Quality Level: (A Case Study of Palestinian Elevator Management Companies) رسالة ماجستير

Abstract

This thesis focuses on the implementation of Total Quality Management (TQM) to enhance perceived services quality in Palestinian elevator management companies. It aims to tackle the pressing issue of meeting rising customer expectations and resolving organizational challenges, ultimately improving customer satisfaction. More specifically, the study aims firstly, to conduct a comprehensive exploration of TQM practices within Palestinian elevator management companies, meticulously assessing the extent of their integration within these entities; secondly, to analyze the relationship and assess the impact of implementing TQM principles on Perceived Quality Level based on the SERVQUAL model. The SERVQUAL model encompass five dimensions. These are empathy towards customers, responsiveness to their needs, the reliability of elevator services, the tangibility of services rendered, and the assurance provided by elevator management companies. This study employs a descriptive analytical research approach using both qualitative and quantitative methods. Data collection involves preliminary interviews with relevant institutes, structured interviews with a sample of elevator companies, and a SERVQUAL based questionnaire to assess perceived service quality levels. The data is analyzed using SPSS software. Additionally, a literature review from various sources contributes to a well-rounded research methodology. The study aims to provide valuable insights to improve perceived service quality in the elevator management industry. In summary, our findings highlight a positive link between TQM practices and increased Perceived Quality Level, emphasizing the importance of holistic quality management. The research uncovers significant disparities in performance across various elevator VI management companies, directly impacting perceived services quality Level. The core message underscored by this research highlights the paramount significance of simultaneous attention to both internal quality management and services quality, facilitating a comprehensive evaluation of company performance. Elevator management companies that excel in both these aspects consistently attain the highest level of success, while performance disparities serve as indicators of specific areas in need of improvement. In conclusion, this research strongly advocates for the widespread adoption of TQM practices among Palestinian elevator management companies. This strategic integration improves the quality of service, goes beyond customer expectations, and establishes a strong competitive advantage in an industry that is constantly changing. By adopting and putting these recommended strategies into action, elevator management companies have the opportunity to cultivate long-lasting customer relationships, achieve operational excellence, and make a lasting impact in the continually changing marketplace