A study of measuring the critical factors of quality management
- 1 March 1995
- journal article
- Published by Emerald in International Journal of Quality & Reliability Management
- Vol. 12 (2), 36-53
- https://doi.org/10.1108/02656719510080604
Abstract
Saraph et al. systematically attempted to organize and synthesize the various perceptions offered by other authors on the critical factors of quality management. The authors provided a synthesis of the quality literature by identifying eight critical factors of quality management in a business unit. They stated that the measures were both valid and reliable. In the light of this, empirically tests their resulting instrument to a greater extent and from an international perspective. The instrument of the operational measures of the developed factors is tested for reliability and validity using data collected from 424 general managers and quality managers in the United Arab Emirates. Results provide strong evidence that the measures are judged to be both valid and reliable. The empirical replication on a more broadly based sample provides further corroboration of Saraph et al.’s results. Examines the level of practice of factors of quality management in the UAE. Suggests that better use of the instrument is accomplished when it is used jointly with other instruments that measure customer satisfaction.Keywords
This publication has 11 references indexed in Scilit:
- Measuring the Perceived Quality of Professional Business ServicesJournal of Professional Services Marketing, 1993
- Consumer Expectations and the Measurement of Perceived Service QualityJournal of Professional Services Marketing, 1993
- Improving company performance through customer‐satisfaction measurement and managementNational Productivity Review, 1993
- Measuring Service Quality in the Car Service Industry: Building and Testing an InstrumentInternational Journal of Service Industry Management, 1992
- ErratumManagement Decision, 1992
- “Quality is Free”: A Comparative Study of Attitudes in the U.S. and JapanJournal of Purchasing and Materials Management, 1990
- An Instrument for Measuring the Critical Factors of Quality ManagementDecision Sciences, 1989
- A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 1985
- Improvement of quality and productivity through action by managementNational Productivity Review, 1981
- Coefficient alpha and the internal structure of testsPsychometrika, 1951