IDEAS home Printed from https://ideas.repec.org/a/mth/ijld88/v2y2012i3p174-185.html
   My bibliography  Save this article

Modeling the Impact of Total Quality Management (TQM) Practices on Service Quality in Service Organizations (Case Study: Isfahan Refah Kargaran Bank)

Author

Listed:
  • Majid Nili Ahmadabadi
  • Javad Mehrabi
  • Mohammad Hasan Tanhaei

Abstract

Purpose- purpose of the present survey is to determine degree of relationship and impact of total quality management (TQM) practices on service quality in service organizations.Research methodology- this survey was conducted using descriptive-field method. Its primary data was obtained through field study by two TQM and service quality questionnaires among seventeen selected branches of Refah Kargaran Bank in Isfahan province. Volume of sample included sixty three (63) persons. Multiple regression method, F-test and T-test, ANOVA and correlation tables were used in the survey.Findings- continuous improvement with ¦Â=-0.537 and training with ¦Â=0.409 are two primary effective factors on increasing of service quality among seven independent variables (training, management commitment, employees¡¯ empowerment, customer focus, information, continuous improvement and employees' involvement). Its regression model is as below-Y=1/876+0.543X Where X shows continuous improvement and Y is service quality.Conclusion- given to obtained results it could be claimed that it is possible to achieve a desirable level of success in business through a more precise planning, focusing on several more important and effective principles due to prioritization of effective factors on service quality during a shorter period of time and paying lower costs.?Key words- total quality management (TQM), total quality management (TQM) practices, service quality

Suggested Citation

  • Majid Nili Ahmadabadi & Javad Mehrabi & Mohammad Hasan Tanhaei, 2012. "Modeling the Impact of Total Quality Management (TQM) Practices on Service Quality in Service Organizations (Case Study: Isfahan Refah Kargaran Bank)," International Journal of Learning and Development, Macrothink Institute, vol. 2(3), pages 174-185, June.
  • Handle: RePEc:mth:ijld88:v:2:y:2012:i:3:p:174-185
    as

    Download full text from publisher

    File URL: http://www.macrothink.org/journal/index.php/ijld/article/download/1859/1551
    Download Restriction: no

    File URL: http://www.macrothink.org/journal/index.php/ijld/article/view/1859
    Download Restriction: no
    ---><---

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:mth:ijld88:v:2:y:2012:i:3:p:174-185. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Technical Support Office (email available below). General contact details of provider: http://www.macrothink.org/journal/index.php/ijld .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.