A Baseline Assessment of the Total Quality Management Pillars of Commitment to Quality, Customer Satisfaction and Continuous Improvement in a Manufacturing Concern
Journal Title: American Journal of Economics and Business Innovation (AJEBI) - Year 2022, Vol 1, Issue 3
Abstract
The study intends to contribute to the field of TQM by exploring the relationship between commitment to quality and continuous improvement and giving emphasis on customer satisfaction on how it acts as a mediator. A survey instrument was adopted from Goh (2000) and used to obtain required information on the independent and dependent variables in assessing the level of TQM implementation in a manufacturing company at Quezon City, Philippines as primary respondents in which data were collected using the online platform. Data were analyzed using Factor analysis and a Partial Least Square Structural Equation Modeling (PLS-SEM) using the SmartPLS 3.0 software for the hypothesis testing and measurement of model fit for the structural model. The questionnaire measures the respondents’ perception on rating the company’s performance against each pillar with a total of 23 scale items that are rated on a 5-point Likert scale. As a whole, the constructs on customer satisfaction and continuous improvement have a significant relationship. Further research is needed to explore other mediating factors, components, and segments under each construct that are restricted on the instrument. Additionally, management direction in shaping organizational values and establishing a framework to bring about change will encourage all employees to participate in this process and may impact the outcome of TQM success are restricted on the instrument.
Authors and Affiliations
Eileen B Agotilla Jervis Anthony R. Agustin
Keywords
Related Articles
- EP ID EP721130
- DOI https://doi.org/10.54536/ajebi.v1i3.969
- Views 71
- Downloads 0
Assessment of Internal Audit Tools: A Study of Some Government Health Institutions in Ghana
The growing number of allegations on financial statement fraud, lack of accountability, misappropriation and mismanagement of public resources in public institution has created an increase attention for the need of inter...
The Regime Changing Behavior of Exchange Rates and Stock Market Prices of Selected Emerging Countries: An application of the Markov Switching Vector Autoregressive model (MS-VAR)
This article aims to analyze the dynamic relationship between stock market returns and exchange rate movements for emerging countries (Brazil, Argentina, Mexico and India), from January 2005 to December 2021, using Marko...
Perceived Online Tax Compliance Measures on Tax Compliance among Online Traders in Kenya
In several developing countries, tax collection by government relied on manual taxation, but there is now more drive towards introduction of electronic online filling of taxes. In Kenya, online tax system relies on integ...
Adoption of International Financial Reporting Standard: A Literature Review
International Financial Reporting Standard (IFRS) refers to a unique, uniform, simple, and easily understandable accounting standard acceptable and applied across the globe by various firms. It is emerging as a powerful...
Does External Debt Stocks Have an Asymmetric Effect on Inflation Dynamics in Cameroon? An Application of Nonlinear ARDL
External debt is indispensable, especially in developing countries which usually face budget deficits to cover up their saving-investment gap. However, the effect of external debt on inflation depends on whether it is in...