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EFFECTS OF TOTAL QUALITY MANAGEMENT (TQM) ON FINANCIAL AND NON-FINANCIAL PERFORMANCE: EVIDENCE FROM HIGHER EDUCATIONAL SECTOR OF PAKISTAN
Corresponding Author(s) : Tehmeena Shafqat
Humanities & Social Sciences Reviews,
Vol. 9 No. 3 (2021): May
Abstract
Purpose: This research explores the causal linkage between TQM and financial performance or non-financial performance within the higher education sector of Pakistan. In this regard, the link between each element of total quality management, including tangibles, reliability, responsiveness, assurance, and empathy, was explored and empirically analyzed concerning financial and non-financial performance.
Methodology: The regression and correlation statistical measures, using SPSS version 20.0, were used to study the linkage of TQM with financial and non-financial performance. The study utilized a quantitative research approach for data collection purposes, and data was gathered from 220 employees of well-established higher educational institutes of Islamabad and Rawalpindi with the help of a directly administered survey approach.
Results: The results support the causal linkage between TQM and financial or non-financial performance. The findings indicate that TQM has a significant positive link with the financial and non-financial performance of service organizations within the higher education sector of Pakistan.
Applications of this study: The higher education industry is the backbone of every nation, especially the developing countries. The higher education sector of developing countries, such as Pakistan, has been facing issues of quality, and hence the implementation of TQM practices can have a considerable effect on its improvement. This study provides valued insights for higher education practitioners to revise policies for the positive growth and development of this sector.
The Novelty of this study: The contribution of this research is the investigation of TQM practices on financial and non-financial performance of higher educational institutes of a developing nation, i.e. Pakistan, where it is relatively a new concept. It was found that TQM practices have a significant impact on financial and non-financial performance.
Keywords
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- Agbor, J. M. (2011). The relationship between customer satisfaction and service quality: A study of the service sectors in Ugaenda. Marketing Review, 2(1), 1-85.
- Akgün, A. E., Ince, H., Imamoglu, S. Z., Keskin, H., & Kocoglu, İ. (2014a). The mediator role of learning capability and business innovativeness between total quality management and financial performance. International Journal of Production Research, 52(3), 888-901. https://doi.org/10.1080/00207543.2013.843796 DOI: https://doi.org/10.1080/00207543.2013.843796
- Alatrash, Z. (2018). Impact of using total quality management on the financial performance of companies listed on the Palestine Exchange. International Journal of Business and Economic Affairs, 3(6), 244-252. https://doi.org/10.24088/IJBEA-2018-36002 DOI: https://doi.org/10.24088/IJBEA-2018-36002
- Al-Azzam , D. A. (2015). The impact of service quality dimensions on customer satisfaction: A field study of Arab Bank in Irbid city,. Jordan. European Journal of Business and Management, 7(15), 45-53.
- Arokiasamy, A. R. A., & Tat, H. H. (2014). Assessing the relationship between service quality and customer. Middle-East Journal of Scientific Research, 20(9), 1023-1030.
- Asif, M., Awan, M. U., Khan, M. K., & Ahmad, N. (2013). A model for total quality management in higher education. Quality and Quantity, 47(4), 1883–1904. https://doi.org/10.1007/s11135-011-9632-9 DOI: https://doi.org/10.1007/s11135-011-9632-9
- Baig, S. A., Abrar, M., Ali, A., & Ahmad, M. (2015). Implementation of TQM on higher education in Pakistan. Quality & Quantity, 49(1), 51-56. https://doi.org/10.1007/s11135-013-9973-7 DOI: https://doi.org/10.1007/s11135-013-9973-7
- Banerjee, N., & Sah, S. (2012). A comparative study of customers' perceptions of service quality dimensions between public & private banks in India. International Journal of Business Administration, 3(5), 33-44. https://doi.org/10.5430/ijba.v3n5p33 DOI: https://doi.org/10.5430/ijba.v3n5p33
- Batarfi, S., & Attia, A. (2021). Measuring the effect of quality management practices on company financial performance - A case study on IKEA. PalArch's Journal of Archaeology of Egypt/Egyptology, 18(15), 113-121. https://doi.org/10.1002/phvs.202170320 DOI: https://doi.org/10.1002/phvs.202170320
- Ben, K., Zouari, S., & Taktak, N. B., (2014). Ownership structure and financial performance in Islamic banks: Does bank ownership matter? International Journal of Islamic and Middle Eastern Finance and Management, 7 (2), 146 – 160. https://doi.org/10.1108/IMEFM-01-2013-0002 DOI: https://doi.org/10.1108/IMEFM-01-2013-0002
- Chaudhry, N. I., Awan, M. U., Bilal, A., & Ali, M. A. (2018). Impact of TQM on organizational performance: the mediating role of business innovativeness and learning capability. Journal of Quality and Technology Management, 15 (1), 01-36.
- Cohen, P., West, S. G., & Aiken, L. S. (2014). Applied multiple regression/correlation analysis for the behavioral sciences. Psychology Press. https://doi.org/10.4324/9781410606266 DOI: https://doi.org/10.4324/9781410606266
- Dieste, M., Panizzolo, R., & Garza-Reyes, J. A. (2021). A systematic literature review regarding the influence of lean manufacturing on firms' financial performance. Journal of Manufacturing Technology Management. https://doi.org/10.1108/JMTM-08-2020-0304 DOI: https://doi.org/10.1108/JMTM-08-2020-0304
- Feng, J., Prajogo, D. I., Tan, K. C., & Sohal, A. S. (2006). The impact of TQM practices on performance: a comparative study between Australian and Singaporean organizations. European Journal of Innovation Management, 9 (3), 269-278. https://doi.org/10.1108/14601060610678149 DOI: https://doi.org/10.1108/14601060610678149
- Fowler, F. J. (2013). Survey research methods. SAGE Publications.
- Garcia-Bernal, J., & Ramirez-Aleson, M. (2017). Why and how TQM leads to performance improvements. The Quality Management Journal, 22(3), 23-37. https://doi.org/10.1080/10686967.2015.11918439 DOI: https://doi.org/10.1080/10686967.2015.11918439
- Gupta, V. P., & Agarwal, P. K. (2013). Comparative study of customer satisfaction in public and private banks in India; A case study of meert region of U.P. Global Journal of Business Management, 7(1), 16-26.
- Hanaysha, J. R., Abdullah, H. H., & Warokka, A. (2011). Service quality and students’ satisfaction at higher learning institutions: The competing dimensions of Malaysian Universities’ competitiveness. Journal of Southeast Asian Research, 4(1),: 1-10. https://doi.org/10.5171/2011.855931 DOI: https://doi.org/10.5171/2011.855931
- Karim, R. A., & Chowdhury, T. (2014). Customer satisfaction on service quality in private commercial banking sector in Bangladesh. British Journal of Marketing Studies, 2(2), 1-11.
- Kashif, M., Suzana , S., Shukran, W., & Rehman , M. A. (2015). Customer satisfaction and loyalty in Malaysian Islamic banks: a PAKSERV investigation. International Journal of Bank Marketing, 33(1), 23-40. https://doi.org/10.1108/IJBM-08-2013-0084 DOI: https://doi.org/10.1108/IJBM-08-2013-0084
- Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences, 8(2), 331-354.
- Khan, M. M., Ahmed, I., & Nawaz, M. M. (2011). Student’s perspective of service quality in higher learning institutions: An evidence based approach. International Journal of Business and Social Science, 2(11), 159-164.
- Kull, T. J., & Wacker, J. G. (2010). Quality management effectiveness in Asia: The influence of culture. Journal of Ooperations mManagement, 28(3), 223-239. https://doi.org/10.1016/j.jom.2009.11.003 DOI: https://doi.org/10.1016/j.jom.2009.11.003
- MartÃnez-Costa, M., Choi, T. Y., MartÃnez, J. A., & MartÃnez-Lorente, A. R. (2009). ISO 9000/1994, ISO 9001/2000 and TQM: The performance debate revisited. Journal of Operations Management, 27(6), 495-511. https://doi.org/10.1016/j.jom.2009.04.002 DOI: https://doi.org/10.1016/j.jom.2009.04.002
- Mohammad, B., Muzaffar, A., & Hussain, S. (2011). Customer satisfaction with service quality in conventional banking in Pakistan: The case of Faisalabad. International Journal of Marketing Studies, 3(4), 165-174. https://doi.org/10.5539/ijms.v3n4p165 DOI: https://doi.org/10.5539/ijms.v3n4p165
- Nicolau, J. L., & Sellers, R. (2010). The quality of quality awards: diminishing information asymmetries in a hotel chain. Journal of Business Research, 63(8), 832-839. https://doi.org/10.1016/j.jbusres.2009.06.009 DOI: https://doi.org/10.1016/j.jbusres.2009.06.009
- Ozretic-Dosen, D., & Zizak, I. (2015). Measuring the quality of banking services targeting student population. EuroMed Journal of Business, 10(1), 98-117. https://doi.org/10.1108/EMJB-01-2014-0002 DOI: https://doi.org/10.1108/EMJB-01-2014-0002
- Qasrawi, B. T., Almahamid, S. M., & Qasrawi, S. T (2017). The impact of TQM practices and KM processes on organizational performance: An empirical investigation. International Journal of Quality and Reliability Management, 34(7), 1034-1055. https://doi.org/10.1108/IJQRM-11-2015-0160 DOI: https://doi.org/10.1108/IJQRM-11-2015-0160
- Raphael, G., & Man, W. (2013). Integrating financial and non-financial measures to measure the performance of commercial banks: Evidence from Tanzania. Research Journal of Finance and Accounting, 4(3), 1-11.
- Santos, C. R., Contreras, A. M., Faúndez, C., & Palomo-Vélez, G. F. (2015). Adapting the SERVQUAL model to a physical activity break satisfaction scale. International Journal of Workplace Health Management, 8 (1), 34 -45. https://doi.org/10.1108/IJWHM-05-2014-0018 DOI: https://doi.org/10.1108/IJWHM-05-2014-0018
- Saunders., M., Lewis., P., & Thornhill., A. (2012). Research methods for business students. Pearson Higher Ed.
- Senthilkumar, N., & Arulraj, A. (2011). SQM-HEI–determination of service quality measurement of higher education in India. Journal of Modelling in Management, 6(1), 60-78. https://doi.org/10.1108/17 465661111112502 DOI: https://doi.org/10.1108/17465661111112502
- Shafiq, M., Lasrado, F., & Hafeez, K. (2017). The effect of TQM on organizational performance: Empirical evidence from the textile sector of a developing country using SEM. Total Quality Management & Business Excellence, 30(1-2), 31-522. https://doi.org/10.1080/14783363.2017.1283211 DOI: https://doi.org/10.1080/14783363.2017.1283211
- Shahin, A., Jamkhaneh, A. B., Zahra, S., & Cheryani, H. (2014). EFQM Qual: Evaluating the implementation of the European quality award based on the concepts of model of service quality gaps and SERVQUAL approach. Measuring Business Excellence, 18 (3), 38-56. https://doi.org/10.1108/MBE-12-2012-0057 DOI: https://doi.org/10.1108/MBE-12-2012-0057
- Sila, I. (2018) Investigating changes in TQM’s effects on corporate social performance and financial performance over time. Total Quality Management & Business Excellence, 31(1-2), 210-229. https://doi.org/10.1080/14783363.2018.1458609 DOI: https://doi.org/10.1080/14783363.2018.1458609
- Sila, I., & Ebrahimpour, M. (2005). Critical linkages among TQM factors and business results. International Journal of Operations & Production Management, 25(11), 1123-1155. https://doi.org/10.110 8/01443570510626925 DOI: https://doi.org/10.1108/01443570510626925
- Singh, V., Kumar, A., & Singh, T (2018). Impact of TQM on organizational performance: The case of Indian manufacturing and service industry Operations. Research Perspectives, 5, 199-217. https://doi.org/10.101 6/j.orp.2018.07.004 DOI: https://doi.org/10.1016/j.orp.2018.07.004
- Sit, W. Y., Ooi, K. B., Loke, S. P., & Han, G. T. W. (2010). TQM and service quality: A survey of commercial banking industry in Malaysia. International Journal of Services, Economics and Management, 3(1), 78-91. https://doi.org/10.1504/IJSEM.2011.037179 DOI: https://doi.org/10.1504/IJSEM.2011.037179
- Woods, M. & Miles, M. P. (2014). Collaborative development of enterprise policy: A process model for developing evidence-based policy recommendations using community focused strategic conversations and SERVQUAL. International Journal of Public Sector Management, 27(3), 174-189. https://doi.org/10.1108 /IJPSM-09-2012-0121 DOI: https://doi.org/10.1108/IJPSM-09-2012-0121
- Yas, H., Alsaud, A., Almaghrabi, H., Almaghrabi, A., & Othman, B. (2021). The effects of TQM practices on performance of organizations: A case of selected manufacturing industries. Saudi Arabia. Management Science Letters, 11(2), 503-510. https://doi.org/10.5267/j.msl.2020.9.017 DOI: https://doi.org/10.5267/j.msl.2020.9.017
- Zabadi, A. M. A. (2013). Implementing total quality management (TQM) on the higher education institutions: A conceptual model. Journal of Finance and Economics, 1(1), 42-60. https://doi.org/10.12735/jfe.v1i1p42 DOI: https://doi.org/10.12735/jfe.v1i1p42
- Zhang, M., Xie, Y., Huang, L., & He, Z. (2014). Service quality evaluation of car rental industry in China. International Journal of Quality & Reliability Management, 31(1), 82-102. https://doi.org/10.1108/IJQRM-11-2012-0146 DOI: https://doi.org/10.1108/IJQRM-11-2012-0146
- Zwain, A. A. A., Lim, K. T., Othman, S. N. (2017). TQM and academic performance in Iraqi HEIs: Associations and mediating effect of KM. TQM Journal, 29(2), 357-368. https://doi.org/10.1108/TQM-08-2013-0096 DOI: https://doi.org/10.1108/TQM-08-2013-0096
References
Agbor, J. M. (2011). The relationship between customer satisfaction and service quality: A study of the service sectors in Ugaenda. Marketing Review, 2(1), 1-85.
Akgün, A. E., Ince, H., Imamoglu, S. Z., Keskin, H., & Kocoglu, İ. (2014a). The mediator role of learning capability and business innovativeness between total quality management and financial performance. International Journal of Production Research, 52(3), 888-901. https://doi.org/10.1080/00207543.2013.843796 DOI: https://doi.org/10.1080/00207543.2013.843796
Alatrash, Z. (2018). Impact of using total quality management on the financial performance of companies listed on the Palestine Exchange. International Journal of Business and Economic Affairs, 3(6), 244-252. https://doi.org/10.24088/IJBEA-2018-36002 DOI: https://doi.org/10.24088/IJBEA-2018-36002
Al-Azzam , D. A. (2015). The impact of service quality dimensions on customer satisfaction: A field study of Arab Bank in Irbid city,. Jordan. European Journal of Business and Management, 7(15), 45-53.
Arokiasamy, A. R. A., & Tat, H. H. (2014). Assessing the relationship between service quality and customer. Middle-East Journal of Scientific Research, 20(9), 1023-1030.
Asif, M., Awan, M. U., Khan, M. K., & Ahmad, N. (2013). A model for total quality management in higher education. Quality and Quantity, 47(4), 1883–1904. https://doi.org/10.1007/s11135-011-9632-9 DOI: https://doi.org/10.1007/s11135-011-9632-9
Baig, S. A., Abrar, M., Ali, A., & Ahmad, M. (2015). Implementation of TQM on higher education in Pakistan. Quality & Quantity, 49(1), 51-56. https://doi.org/10.1007/s11135-013-9973-7 DOI: https://doi.org/10.1007/s11135-013-9973-7
Banerjee, N., & Sah, S. (2012). A comparative study of customers' perceptions of service quality dimensions between public & private banks in India. International Journal of Business Administration, 3(5), 33-44. https://doi.org/10.5430/ijba.v3n5p33 DOI: https://doi.org/10.5430/ijba.v3n5p33
Batarfi, S., & Attia, A. (2021). Measuring the effect of quality management practices on company financial performance - A case study on IKEA. PalArch's Journal of Archaeology of Egypt/Egyptology, 18(15), 113-121. https://doi.org/10.1002/phvs.202170320 DOI: https://doi.org/10.1002/phvs.202170320
Ben, K., Zouari, S., & Taktak, N. B., (2014). Ownership structure and financial performance in Islamic banks: Does bank ownership matter? International Journal of Islamic and Middle Eastern Finance and Management, 7 (2), 146 – 160. https://doi.org/10.1108/IMEFM-01-2013-0002 DOI: https://doi.org/10.1108/IMEFM-01-2013-0002
Chaudhry, N. I., Awan, M. U., Bilal, A., & Ali, M. A. (2018). Impact of TQM on organizational performance: the mediating role of business innovativeness and learning capability. Journal of Quality and Technology Management, 15 (1), 01-36.
Cohen, P., West, S. G., & Aiken, L. S. (2014). Applied multiple regression/correlation analysis for the behavioral sciences. Psychology Press. https://doi.org/10.4324/9781410606266 DOI: https://doi.org/10.4324/9781410606266
Dieste, M., Panizzolo, R., & Garza-Reyes, J. A. (2021). A systematic literature review regarding the influence of lean manufacturing on firms' financial performance. Journal of Manufacturing Technology Management. https://doi.org/10.1108/JMTM-08-2020-0304 DOI: https://doi.org/10.1108/JMTM-08-2020-0304
Feng, J., Prajogo, D. I., Tan, K. C., & Sohal, A. S. (2006). The impact of TQM practices on performance: a comparative study between Australian and Singaporean organizations. European Journal of Innovation Management, 9 (3), 269-278. https://doi.org/10.1108/14601060610678149 DOI: https://doi.org/10.1108/14601060610678149
Fowler, F. J. (2013). Survey research methods. SAGE Publications.
Garcia-Bernal, J., & Ramirez-Aleson, M. (2017). Why and how TQM leads to performance improvements. The Quality Management Journal, 22(3), 23-37. https://doi.org/10.1080/10686967.2015.11918439 DOI: https://doi.org/10.1080/10686967.2015.11918439
Gupta, V. P., & Agarwal, P. K. (2013). Comparative study of customer satisfaction in public and private banks in India; A case study of meert region of U.P. Global Journal of Business Management, 7(1), 16-26.
Hanaysha, J. R., Abdullah, H. H., & Warokka, A. (2011). Service quality and students’ satisfaction at higher learning institutions: The competing dimensions of Malaysian Universities’ competitiveness. Journal of Southeast Asian Research, 4(1),: 1-10. https://doi.org/10.5171/2011.855931 DOI: https://doi.org/10.5171/2011.855931
Karim, R. A., & Chowdhury, T. (2014). Customer satisfaction on service quality in private commercial banking sector in Bangladesh. British Journal of Marketing Studies, 2(2), 1-11.
Kashif, M., Suzana , S., Shukran, W., & Rehman , M. A. (2015). Customer satisfaction and loyalty in Malaysian Islamic banks: a PAKSERV investigation. International Journal of Bank Marketing, 33(1), 23-40. https://doi.org/10.1108/IJBM-08-2013-0084 DOI: https://doi.org/10.1108/IJBM-08-2013-0084
Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences, 8(2), 331-354.
Khan, M. M., Ahmed, I., & Nawaz, M. M. (2011). Student’s perspective of service quality in higher learning institutions: An evidence based approach. International Journal of Business and Social Science, 2(11), 159-164.
Kull, T. J., & Wacker, J. G. (2010). Quality management effectiveness in Asia: The influence of culture. Journal of Ooperations mManagement, 28(3), 223-239. https://doi.org/10.1016/j.jom.2009.11.003 DOI: https://doi.org/10.1016/j.jom.2009.11.003
MartÃnez-Costa, M., Choi, T. Y., MartÃnez, J. A., & MartÃnez-Lorente, A. R. (2009). ISO 9000/1994, ISO 9001/2000 and TQM: The performance debate revisited. Journal of Operations Management, 27(6), 495-511. https://doi.org/10.1016/j.jom.2009.04.002 DOI: https://doi.org/10.1016/j.jom.2009.04.002
Mohammad, B., Muzaffar, A., & Hussain, S. (2011). Customer satisfaction with service quality in conventional banking in Pakistan: The case of Faisalabad. International Journal of Marketing Studies, 3(4), 165-174. https://doi.org/10.5539/ijms.v3n4p165 DOI: https://doi.org/10.5539/ijms.v3n4p165
Nicolau, J. L., & Sellers, R. (2010). The quality of quality awards: diminishing information asymmetries in a hotel chain. Journal of Business Research, 63(8), 832-839. https://doi.org/10.1016/j.jbusres.2009.06.009 DOI: https://doi.org/10.1016/j.jbusres.2009.06.009
Ozretic-Dosen, D., & Zizak, I. (2015). Measuring the quality of banking services targeting student population. EuroMed Journal of Business, 10(1), 98-117. https://doi.org/10.1108/EMJB-01-2014-0002 DOI: https://doi.org/10.1108/EMJB-01-2014-0002
Qasrawi, B. T., Almahamid, S. M., & Qasrawi, S. T (2017). The impact of TQM practices and KM processes on organizational performance: An empirical investigation. International Journal of Quality and Reliability Management, 34(7), 1034-1055. https://doi.org/10.1108/IJQRM-11-2015-0160 DOI: https://doi.org/10.1108/IJQRM-11-2015-0160
Raphael, G., & Man, W. (2013). Integrating financial and non-financial measures to measure the performance of commercial banks: Evidence from Tanzania. Research Journal of Finance and Accounting, 4(3), 1-11.
Santos, C. R., Contreras, A. M., Faúndez, C., & Palomo-Vélez, G. F. (2015). Adapting the SERVQUAL model to a physical activity break satisfaction scale. International Journal of Workplace Health Management, 8 (1), 34 -45. https://doi.org/10.1108/IJWHM-05-2014-0018 DOI: https://doi.org/10.1108/IJWHM-05-2014-0018
Saunders., M., Lewis., P., & Thornhill., A. (2012). Research methods for business students. Pearson Higher Ed.
Senthilkumar, N., & Arulraj, A. (2011). SQM-HEI–determination of service quality measurement of higher education in India. Journal of Modelling in Management, 6(1), 60-78. https://doi.org/10.1108/17 465661111112502 DOI: https://doi.org/10.1108/17465661111112502
Shafiq, M., Lasrado, F., & Hafeez, K. (2017). The effect of TQM on organizational performance: Empirical evidence from the textile sector of a developing country using SEM. Total Quality Management & Business Excellence, 30(1-2), 31-522. https://doi.org/10.1080/14783363.2017.1283211 DOI: https://doi.org/10.1080/14783363.2017.1283211
Shahin, A., Jamkhaneh, A. B., Zahra, S., & Cheryani, H. (2014). EFQM Qual: Evaluating the implementation of the European quality award based on the concepts of model of service quality gaps and SERVQUAL approach. Measuring Business Excellence, 18 (3), 38-56. https://doi.org/10.1108/MBE-12-2012-0057 DOI: https://doi.org/10.1108/MBE-12-2012-0057
Sila, I. (2018) Investigating changes in TQM’s effects on corporate social performance and financial performance over time. Total Quality Management & Business Excellence, 31(1-2), 210-229. https://doi.org/10.1080/14783363.2018.1458609 DOI: https://doi.org/10.1080/14783363.2018.1458609
Sila, I., & Ebrahimpour, M. (2005). Critical linkages among TQM factors and business results. International Journal of Operations & Production Management, 25(11), 1123-1155. https://doi.org/10.110 8/01443570510626925 DOI: https://doi.org/10.1108/01443570510626925
Singh, V., Kumar, A., & Singh, T (2018). Impact of TQM on organizational performance: The case of Indian manufacturing and service industry Operations. Research Perspectives, 5, 199-217. https://doi.org/10.101 6/j.orp.2018.07.004 DOI: https://doi.org/10.1016/j.orp.2018.07.004
Sit, W. Y., Ooi, K. B., Loke, S. P., & Han, G. T. W. (2010). TQM and service quality: A survey of commercial banking industry in Malaysia. International Journal of Services, Economics and Management, 3(1), 78-91. https://doi.org/10.1504/IJSEM.2011.037179 DOI: https://doi.org/10.1504/IJSEM.2011.037179
Woods, M. & Miles, M. P. (2014). Collaborative development of enterprise policy: A process model for developing evidence-based policy recommendations using community focused strategic conversations and SERVQUAL. International Journal of Public Sector Management, 27(3), 174-189. https://doi.org/10.1108 /IJPSM-09-2012-0121 DOI: https://doi.org/10.1108/IJPSM-09-2012-0121
Yas, H., Alsaud, A., Almaghrabi, H., Almaghrabi, A., & Othman, B. (2021). The effects of TQM practices on performance of organizations: A case of selected manufacturing industries. Saudi Arabia. Management Science Letters, 11(2), 503-510. https://doi.org/10.5267/j.msl.2020.9.017 DOI: https://doi.org/10.5267/j.msl.2020.9.017
Zabadi, A. M. A. (2013). Implementing total quality management (TQM) on the higher education institutions: A conceptual model. Journal of Finance and Economics, 1(1), 42-60. https://doi.org/10.12735/jfe.v1i1p42 DOI: https://doi.org/10.12735/jfe.v1i1p42
Zhang, M., Xie, Y., Huang, L., & He, Z. (2014). Service quality evaluation of car rental industry in China. International Journal of Quality & Reliability Management, 31(1), 82-102. https://doi.org/10.1108/IJQRM-11-2012-0146 DOI: https://doi.org/10.1108/IJQRM-11-2012-0146
Zwain, A. A. A., Lim, K. T., Othman, S. N. (2017). TQM and academic performance in Iraqi HEIs: Associations and mediating effect of KM. TQM Journal, 29(2), 357-368. https://doi.org/10.1108/TQM-08-2013-0096 DOI: https://doi.org/10.1108/TQM-08-2013-0096