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

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

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

机译：TQM做法对约旦蜂窝通信公司服务质量的影响

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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.

机译：TQM的功能被广泛认为是提高服务组织的服务质量的关键决定因素。这项研究的目的是对约旦的蜂窝通信公司进行实证研究，以便分析TQM做法对服务质量的影响。本文仅着眼于约旦服务业的全面质量管理实践。本文将帮助许多组织确定与TQM做法相关的优点和缺点，并以新的理念和策略制定新的愿景，以增强其未来的竞争力。数据来自约旦的192家蜂窝通信公司的经理。使用相关和多元回归分析对数据进行分析。这项研究发现，领导力，信息和分析，以客户为中心，持续改进以及供应商质量管理对服务质量产生积极影响，如约旦蜂窝通信公司的经理们所认为的那样。

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《International journal of productivity and quality management》 |2013年第4期|446-474|共29页
作者
Sulieman Ibraheem Shelash Al-Hawary; Amr Adel Ahmad Abu-Laimon;
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作者单位

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;

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正文语种 eng
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关键词
total quality management; TQM; service quality; managers; cellular communication companies; Jordan;

机译：全面质量管理;全面质量管理;服务质量;管理人员;蜂窝通信公司;约旦;

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

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