Abstract
This study explores the key factors of Total Quality
Management (TQM) and their impact on performance of
selected service sector organization in Pakistan. Using
structured questionnaire data has been collected from 220
managerial level employees working in service sector
organizations in Pakistan. To attain the objective of this study
the collected data entered and analyzed using statistical
software SPSS 17. Five key factors has been identified using
factor analysis these five factors explains the 61.947% variance.
To check the criticality of these factors AHP (Analytic
Hierarchy Process) is used. This study reveals that most
significant factors which effects firm performance are Human
Resource Focus (HRF), Customer oriented process
Management (COPM), Top Management Commitment (TMC)
and Strategic Alignment (SA). This study also highlights the
significance of TQM in contribution to performance of firms
within the perspective of service sector. This study has been
used to explore the total quality management (TQM) practices
in selected service sector firms of Pakistan. As Pakistan is a
developing nation and country is focusing on service sector
since last decade, this study would be helpful to several service
sector firms that are in other rapidly growing developing
countries those are focusing upon the significance of service
industry.
Mr. Javed Iqbal, Dr. Muhammad Salman Shabbir, Hashim Zameer, Mr. Muhmmad Sajid Tufail, Dr. Moeed Ahmad Sandhu, Dr. Waris Ali. (2017) TQM practices and firm performance of Pakistani service sector firms, Paradigms , Vol 11, Issue 1.
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