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The effects of quality management practices on customer satisfaction and innovation: a perspective from Jordan

Author

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  • Abbas Al-Refaie
  • Ola Ghnaimat
  • Jong-Hwan Ko

Abstract

This research examines the structural relationships between nine quality management practices and investigates the impact of these practices on customer satisfaction (CS) and innovation for 130 ISO 9001 certified firms in Jordan. The main results include: (1) CS is directly and positively related to customer focus, continuous improvement and human resource (HR) management, while innovation is directly and positively affected by leadership and HR management; (2) leadership has an indirect positive impact on CS, while it positively affects CS; (3) process management (PM) is positively related to supplier management (SM), quality tools and techniques (QTTs) and HR management, while it has an indirect and positive effect on CS; (4) HR management is positively related to leadership and it has a direct positive impact on CS, innovation, PM and QTTs and (5) finally, SM has a direct positive effect on PM. In conclusion, the awareness of Jordanian firms of these relationships may guide them to improve their internal performance as well as strengthen their external competition.

Suggested Citation

  • Abbas Al-Refaie & Ola Ghnaimat & Jong-Hwan Ko, 2011. "The effects of quality management practices on customer satisfaction and innovation: a perspective from Jordan," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 8(4), pages 398-415.
    • Handle: RePEc:ids:ijpqma:v:8:y:2011:i:4:p:398-415
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    Citations

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    Cited by:

    1. Nasreddin Dukhan & Norhisham Mohamad & Asbi B Ali, 2017. "Analyzing the Effect of the Senior Management’s Support on the Relationship between Factors Affecting and Employees’ Performance in the Al-Zawiya University of Libya," Asian Social Science, Canadian Center of Science and Education, vol. 13(3), pages 1-42, March.
    2. Younès El Manzani & Mohamed Larbi Sidmou & Jean-Jack Cegarra, 2018. "Does IS0 9001 quality management system support product innovation? An analysis from the sociotechnical systems theory," Post-Print hal-03080217, HAL.
    3. Ullah, Barkat, 2022. "The impact of quality certification on SME innovation and the role of institutions," Research in International Business and Finance, Elsevier, vol. 62(C).

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