The impact of TQM practices on key performance indicators: empirical evidence from automotive dealerships

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dc.contributor.author Sabbagh, Omar
dc.contributor.author Ab Rahman, Mohd Nizam
dc.contributor.author Ismail, Wan Rosmanira
dc.contributor.author Wan Hussain, Wan Mohd Hirwani
dc.contributor.other Ekonomická fakulta cs
dc.date.accessioned 2019-03-15
dc.date.available 2019-03-15
dc.date.issued 2019-03-15
dc.identifier.issn 1212-3609
dc.identifier.uri https://dspace.tul.cz/handle/15240/151425
dc.description.abstract The automotive business is gradually transforming into a service-based business, while the aftersales (AS) service is becoming a strategic business driver to increase the capital revenue. The relationship between quality and performance management is still adversarial, wherein the non-financial aspect of performance measurements is significantly ignored. This research is conducted in the context of Malaysian automotive dealerships service centres in which the primary objectives are to identify the total quality management (TQM) practices and the financial and non-financial key performance indicators (KPIs) adopted in this sector, and to examine the impact of TQM practices on AS KPIs. Therefore, a conceptual model proposes that the high implementation of soft and hard dimensions of TQM has a positive impact on KPIs. A quantitative survey methodology was employed and a structured questionnaires was elaborated based on validated theoretical concepts, while the obtained data were analysed with the help of structural equation modelling (SEM) partial least squares technique (PLS). The results refer to equivalent applicability of TQM practices across manufacturing and service sectors, while the influence of TQM practices on the multi-oriented KPIs is empirically supported. The article contributes to the literature in service marketing and quality in which it streamlines two paradigms: TQM and performance management as it can form a guideline for scholars to deepen their relevant comprehension. In practice, the findings contribute to service managers by emphasising the importance of TQM practices for the improvement of service performance in both financial and non-financial aspects. en
dc.format text
dc.format.extent 15 stran cs
dc.language.iso en
dc.publisher Technická Univerzita v Liberci cs
dc.publisher Technical university of Liberec, Czech Republic en
dc.relation.ispartof Ekonomie a Management cs
dc.relation.ispartof Economics and Management en
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dc.rights CC BY-NC
dc.subject automotive en
dc.subject key performanc en
dc.subject indicators en
dc.subject total quality management en
dc.subject after-sales service en
dc.subject partial least square PLS en
dc.subject.classification C3
dc.subject.classification L8
dc.title The impact of TQM practices on key performance indicators: empirical evidence from automotive dealerships en
dc.type Article en
dc.publisher.abbreviation TUL
dc.relation.isrefereed true
dc.identifier.doi 10.15240/tul/001/2019-1-008
dc.identifier.eissn 2336-5604
local.relation.volume 22
local.relation.issue 1
local.relation.abbreviation E+M cs
local.relation.abbreviation E&M en
local.faculty Faculty of Economics
local.citation.spage 115
local.citation.epage 129
local.access open
local.fulltext yes
local.filename EM_1_2019_08


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