The influence of total quality management toward organization performance

Abstract

This study is primarily focused on the effect of total quality management (TQM) on organization performance of Small and Medium Enterprises (SMEs) service sector in Selangor, Malaysia. The four critical elements of TQM; namely customer focus (X1), continuous improvement (X2), strategically based (X3), and total employee involvement (X4) are used as an important factors influencing on organization performance (Y). The necessary data are collected from 350 managers/owners of service sector SMEs in Selangor, Malaysia using some questionnaire. Multiple linear regression analysis is performed in this study by using SPSS 23. All hypotheses are positively fit with the conceptual model and show a positive impact of TQM on organization performance. The research finding indicate that TQM elements; namely customer focus, continuous improvement, strategically based, and total employee involvement have a positive and significant effects on organization performance.