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TQM as a focus for improving overall service performance and customer satisfaction: An empirical study on a public service sector in Malaysia

Article Abstract:

A research was conducted to enhance the understanding of relationships between Total Quality Management (TQM) practices and the overall performance of a public sector in Malaysia. The results highlights strong and positive relation between TQM, overall service performance and customer satisfaction indicating that an emphasis on quality results in organizational gains.

Malaysia, Customer satisfaction, Public sector

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Suggesting and comparing different scopes on quality management: production, service, relationship, and network

Article Abstract:

Quality management in the business-to-business sector has four key aspects: production, service, relationship and network. The typical features and underlying assumptions of these aspects were synthesized and compared. The fundamentals of the study can be applied in analyzing productivity, value and risk.

Finland, Business-to-business exchange, Business to business exchanges, Report

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