Presents a comparative analysis of the attitudes to and the use of quality management practices (QMP) in Australia’s manufacturing and service industries. Outlines the survey methodologies, lists questions asked and summarizes responses to them. Identifies and comments on statistically...

With escalating competition in the hotel industry, a growing number of hotels have considered service quality their top priority in maintaining competitiveness. To maintain competitiveness, the hotel management often needs to develop reliable service quality standards. Perhaps one of the best...

Compares, contrasts and assimilates the contributions of the TQM manufacturing and service quality management literatures. A manufacturing model of TQM is proposed, and then developed and enhanced in the light of concepts, tools and techniques which have emerged from the service quality...

Offers the view that TQM concepts apply equally to manufacturing and service industries and examines assertions through a survey of selected manufacturing and service companies involved in TQM implementation. To test the hypothesis a framework of 19 TQM dimensions is developed and, based on this...

There is a great need for empirical research to evaluate internal organizations’ (e.g. information system department, accounting department, and purchasing department) service quality. In this study, a model to describe the interactions between internal organizations and the processes they...

The banking industry in Hong Kong plays a significant role in the international financial arena. Because of increasingly competitive pressure from domestic and overseas banks, Hong Kong banks must improve service quality and care about customer demand. They must tightly control cost and improve...

Purpose – The purpose of this paper is to investigate the factors that influence the behavioral intention (BI) of paratransit passengers in three major cities in Indonesia, namely Bandung, Medan, and Surabaya. More specifically, this paper will examine the relationship between the BI and other...

Purpose – Considering the significance of customer satisfaction and commitment in the competitive banking industry of developing countries, the purpose of this paper is to investigate the alternative relationships of satisfaction with various types of commitment, benefits, quality and trust....

Purpose – The purpose of this paper is to acknowledge the potential complexities in conventional notions of e-government service environments, which have earlier been conceptualized as a two party interaction system where the government is the service provider and other entities such as...

Purpose The purpose of this paper is to examine the effect of total quality management (TQM) on service quality (SQ), market orientation (MO) and the subsequent effect on customer satisfaction (CS) and customer loyalty (CL). The research also analyses the direct effect of TQM on CS....