Structural analysis of TQM and its impact on customer satisfaction and innovation
by Voon-Hsien Lee, Siew-Yong Lam, Keng-Boon Ooi, Mohammad Samaun Safa
International Journal of Modelling in Operations Management (IJMOM), Vol. 1, No. 2, 2010

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.

Online publication date: Wed, 19-Jan-2011

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Modelling in Operations Management (IJMOM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com