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

Authors: Abbas Al-Refaie, Ola Ghnaimat, Jong-Hwan Ko

Addresses: Department of Industrial Engineering, University of Jordan, Amman 11942, Jordan. ' Quality Auditor, Royal Scientific Society, Amman, Jordan. ' Faculty of International and Area Studies, Pukyong National University, Busan, Korea

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.

Keywords: quality management practices; customer satisfaction; innovation; SEM; structural equation modelling; Jordan; ISO 9001; continuous improvement; human resource management; HRM; leadership; process management; supplier management.

DOI: 10.1504/IJPQM.2011.043007

International Journal of Productivity and Quality Management, 2011 Vol.8 No.4, pp.398 - 415

Published online: 11 Oct 2011 *

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