Paradigms
A Research Journal of Commerce, Economics, and Social Sciences
Online ISSN: 2410-0854
Print ISSN: 1996-2800
 
     
 

Paradigms Journal

TQM practices and firm performance of Pakistani service sector firms
Author(s) :
Mr. Javed Iqbal (Lecturer Department of Business Administration BZU Sahiwal)
Dr. Muhammad Salman Shabbir (Associate Professor, The Orbit Institute of Management and Technology, Lahore)
Hashim Zameer (Nanjing University of Aeronautics and Astronautics Nanjing, China )
Mr. Muhmmad Sajid Tufail (Lecturer Department of Business Administration BZU Sahiwal )
Dr. Moeed Ahmad Sandhu (Assistant Professor Department of Business Administration BZU Sahiwal )
Dr. Waris Ali (Assistant Professor Department of Business Administration BZU Sahiwal )
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
Keywords: TQM, performance, Managers, services, sector, Pakistan.
 
 

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