Title: Structural analysis of TQM and its impact on customer satisfaction and innovation

Authors: Voon-Hsien Lee, Siew-Yong Lam, Keng-Boon Ooi, Mohammad Samaun Safa

Addresses: Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Jalan Universiti, Bandar Barat, 31900 Kampar, Perak, Malaysia. ' Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Jalan Universiti, Bandar Barat, 31900 Kampar, Perak, Malaysia. ' Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Jalan Universiti, Bandar Barat, 31900 Kampar, Perak, Malaysia. ' School of Natural and Rural Systems Management, The University of Queensland, Gatton Old 4343, Australia

Abstract: The purpose of this study is to examine the impacts of TQM practices on customer satisfaction and innovation performance in the Malaysian manufacturing and service sectors. A questionnaire survey was conducted to 241 firms and hypotheses were verified using a structural analysis. The results reveal that the adoption of TQM practices can have a positive impact on customer satisfaction and innovation performance in Malaysia. This paper offers some imperative insights to assist the management team when comes to the restructuring of their TQM practices, thus making sure that the practices adopted are able to enhance both the innovation level and customer satisfaction within their firms.

Keywords: total quality management; TQM; innovation performance; structural equation modelling; SEM; customer satisfaction; Malaysia; manufacturing; services.

DOI: 10.1504/IJMOM.2010.038147

International Journal of Modelling in Operations Management, 2010 Vol.1 No.2, pp.157 - 179

Published online: 19 Jan 2011 *

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