Title: The impact of TQM practices on service quality in cellular communication companies in Jordan

Authors: Sulieman Ibraheem Shelash Al-Hawary; Amr Adel Ahmad Abu-Laimon

Addresses: Department of Business Administration, Faculty of Finance and Business Administration, Al al-Bayt University, P.O. Box 130040, Mafraq 25113, Jordan ' The Ministry of Awqaf and Islamic Affairs, P.O. Box 130040, Mafraq 25113, Jordan

Abstract: The function of TQM is extensively recognised as being a critical determinant in improving service quality in service organisations. The purpose of this research is to conduct an empirical study on cellular communication companies in Jordan, in order to analyse the impacts of TQM practices on service quality. This paper only looks at TQM practices from the Jordanian service industries. This paper will help many organisations to identify the strength and weakness points associated with TQM practices, and to develop a new vision with a new philosophy and strategy in order to enhance its future competitiveness. The data are collected from 192 managers of cellular communication companies in Jordan. The data were analysed using correlation and multiple regression analyses. This research finds that leadership, information and analysis, customer focus, continuous improvement, and supplier quality management have positive effects on service quality as perceived by Jordanian cellular communication companies's managers.

Keywords: total quality management; TQM; service quality; managers; cellular communications; Jordan; services; leadership; information; analysis; customer focus; continuous improvement; supplier quality management; mobile phones; cell phones.

DOI: 10.1504/IJPQM.2013.054270

International Journal of Productivity and Quality Management, 2013 Vol.11 No.4, pp.446 - 474

Available online: 09 Apr 2013 *

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