THE RELATIONSHIP BETWEEN TOTAL QUALITY MANAGEMENT AND SERVICE QUALITY IN DEPARTMENT OF MUNICIPAL AFFAIRS AND TRANSPORT OF UAE

Marwa Naji Ali Alkhater Albuainain, Ali Khatibi, S. M. Ferdous Azam, Jacquline Tham

Abstract


Since 1980, Total Quality Management (TQM) has emerged as a management strategy for providing customers with services that match their needs. In the UAE, the department of municipal affairs and transport will introduce quality measuring tools. TQM establishes quality as the guiding force behind leadership, planning, and design, necessitating the assistance of the eight essential aspects. Thus, TQM would include leaders and managers who have earned quality excellence awards, shown superior performance, delivered superior service, and earned public confidence. In public administration, quality improvement and assessment have resulted in the development and implementation of strategic models. Total quality management originated in the manufacturing industry. TQM and excellence awards are critical in the UAE economy due to the demand for high-quality public services. This is unsurprising, given that service organisations continue to face harsh realities equal to those faced by industrial organisations. This is the fundamental rationale for using service quality models. The phases of service quality management may help improve the efficiency and satisfaction of service delivery while also building a strategic framework for technology integration and innovation. The Department of Municipal Affairs and Transportation is obligated to provide value-added services to its customers and must demonstrate a strong commitment to quality service in order to achieve economic success.

JEL: H11; H83; L10

Article visualizations:

Hit counter


Keywords


Total Quality Management (TQM), Service Quality, Department of Municipal Affairs and Transport Quality

Full Text:

PDF

References


Al-Atiqi, I. M., & Deshpande, P. B. (2009). Transforming Department of Municipal Affairs and Transport with Six Sigma. Paper presented at International network of Quality Assessment Agencies in Department of Municipal Affairs and Transport, Biannual Conference in Abu Dhabi, Department of Municipal Affairs and Transport Studies Vol. 2, No. 4; 2012

Azam, S. M. F. and Moha Asri A. (2015). Differential Roles between Owner and Manager in Financial Practice That Contributes to Business Success: An Analysis on Malaysian Small Business, Academic Journal of Interdisciplinary Studies, 4 (1 S2): 123-134

Azam, S. M. F., Haque, A., Sarwar, A. and Anwar, N. (2014). Training Program Effectiveness of Service Initiators: Measuring Perception of Female Employees of Bank Using Logistic Approach, Asian Research Journal of Business Management, 1 (2): 98-108

Crosby, L. A. E., K. R., and Cowles, D. (2014). Relationship Quality in Services Selling: An Interpersonal Influence Perspective, Journal of Marketing (54:3) 1990, pp 68-81.

De Silva, A. D. A., Khatibi, A. and Azam, S. M. F. (2017). Do the Demographic Differences Manifest in Motivation to Learn Science and Impact on Science Performance? Evidence from Sri Lanka, International Journal of Science and Mathematics Department of Municipal Affairs and Transport, 16(S1), 47–67

Dewi, N, Azam, S. M. F. and Yusoff, S. K. M. (2019). Factors influencing the information quality of local government financial statement and financial accountability, Management Science Letters, 9 (9): 1373-1384

Evans, J. R. & Lindsay, W. M., 2005, The Management and Control of Quality. Ohio: Thomson south-western.

Fawzia bint Mohammed Bin Saleh Al-Balla (2010). Proposal to overcome the obstacles in achieving quality in the Saudi public Department of Municipal Affairs and Transport in the light of the principles of total quality management strategy, a paper presented to the General Administration directing students to guide and instruct students at the Ministry of Department of Municipal Affairs and Transport, p. 23-31.

Haque A., Sarwar, A., Azam, S. M. F. and Yasmin, F. (2014). Total Quality Management Practices in the Islamic Banking Industry: Comparison between Bangladesh and Malaysian Islamic Bank, International Journal of Ethics in Social Sciences, 2 (1): 5-18.

Haur, C. H., Khatibi, A. and Azam, S. M. F. (2017). Antecedents of Consumers’ Perception towards Online Advertising in Malaysia: The Structure Equation Modeling Approach, European Journal of Management and Marketing Studies, 2 (3): 15-30

Iman Rabah (2015). Total Quality Management in Department of Municipal Affairs and Transport: Defenders, Opponents, and Attempts for Modifications, Ph.D. Thesis, Global Journal of Management and Business Research: A Administration and Management, Volume 15 Issue 11 Version 1.0, Type: Double Blind Peer Reviewed International Research Journal Publisher: Global Journals Inc. (USA).

Jayasuriya, N. A. and Azam, S. M. F. (2017). International Review of Management and Marketing, 7(5), 178-183.

Katukurunda, K. G. W. K., Yajid, S. M. A, Khatibi, A. and Azam, S. M. F. (2019). Students’ Satisfaction towards Biosystems Technology; Does Programme Quality Matters? (Evidence From Sri Lankan Perspectives), European Journal of Open Department of Municipal Affairs and Transport and E-learning Studies, 3 (2): 174-190

Khadijah Mohammed Alzhrani, Bashayer Ali Alotibie, Azrilah Abdulaziz (2016). Total Quality Management in Saudi Department of Municipal Affairs and Transport, International Journal of Computer Applications (0975 –8887) Volume 135 –No.4.

Kuruwitaarachchi, N., Yajid, S. M. A, Khatibi, A. and Azam, S. M. F. (2019). Enhance the use of Internet Based Advanced Communication Technologies in Small and Medium Scale Enterprises in Sri Lanka, European Journal of Social Sciences Studies, 3 (2): 44-57

Lau, H. C., & Idris, M. A. (2001). The soft foundation of the critical success factors on TQM implementation in Malaysia. The TQM Magazine, 13(1), 51-60.

Maghfuriyah, A., Azam, S. M. F. and Shukri, S. (2019). Market Structure and Islamic Banking Performance in Indonesia: An Error Correction Model, Management Science Letters, 9 (9): 1407-1418

Nguyen, H. N., Tham, J, Khatibi, A. and Azam, S. M. F. (2019). Enhancing the Capacity of Tax Authorities and its Impact on Transfer Pricing Activities of FDI Enterprises in Ha Noi, Ho Chi Minh, Dong Nai, and Binh Duong Province of Vietnam, Management Science Letters, 9 (8): 1299-1310

Noura Al Rashedi, Abdullah Al Shamsi, Mohamed Rashed, Tomasz Sinczak, Sasha Hodgson, Kate O’Neil (2014). Social Marketing, Department of Municipal Affairs and Transport and the Female Workforce:

Pambreni, Y., Khatibi, A., Azam, S. M. F. and Tham, J. (2019). The Influence of Total Quality Management toward Organization Performance, Management Science Letters, 9 (9): 1397-1406

Parasuraman, A., Valarie A. Zeithaml, and Arvind Malhotra (2005). E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality, Journal of Service Research, 7 (3), 213-33.

Peter Kenzelmann (2008). Kundenbindung German, 3. Auflage, Berlin: Cornelsen Verlag Skriptor GmbH & Co KG

Pushpakumara, W. D. H., Atan, H., Khatib, A., Azam, S. M. F. and Tham, J. (2019). Developing a Framework for Scrutinizing Strategic Green Orientation and Organizational Performance with Relevance to the Sustainability of Tourism Industry, European Journal of Social Sciences Studies, 4 (3): 1-18

Rachmawati, D., Shukri, S., Azam, S. M. F. and Khatibi, A. (2019). Factors Influencing Customers’ Purchase Decision of Residential Property in Selangor, Malaysia, Management Science Letters, 9 (9): 1341-1348

Reyaz Ahmad, Tariq Rahim Soomro (2012). Quality in Department of Municipal Affairs and Transport: United Arab Emirates Perspective, Published by Canadian Center of Science and Department of Municipal Affairs and Transport, Department of Municipal Affairs and Transport Studies; Vol. 2, No. 4.

Shanka, Mesay Sata (2012). Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector (PDF). Journal of Business Administration and Management Sciences Research. 1 (1): 001–009.

Tarofder, A. K. and Azam, S. M. F. and Jalal, A. N. (2017). Operational or Strategic Benefits: Empirical Investigation of Internet Adoption in Supply Chain Management, Management Research Review, 40 (1): 28-52

Tarofder, A. K., Haque, A., Hashim, N., Azam, S. M. F. and Sherief, S. R. (2019). Impact of Ecological Factors on Nationwide Supply Chain Performance, Ekoloji, 28(107): 695-704

Tham, J., Yazid, M. S. A, Khatibi, A. A. and Azam, S. M. F. (2017). Internet and Data Security – Understanding Customer Perception on Trusting Virtual Banking Security in Malaysia, European Journal of Social Sciences Studies, 2 (7): 186-207

Udriyah, U., Tham, J. and Azam, S. M. F. (2019). The Effects of Market Orientation and Innovation on Competitive Advantage and Business Performance of Textile SMEs, Management Science Letters, 9 (9): 1419-1428

Uysal, H. Tezcan& Mehmet Selami Yildiz (2013). Effect of Organizational Levels on Individual Service Quality in Health Service: A Research on Doctors. İktisatİşletmeve Finans Dergisi. 28(329), pp.21-48.




DOI: http://dx.doi.org/10.46827/ejmms.v7i1.1182

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 Marwa Naji Ali Alkhater Albuainain, Ali Khatibi, S. M. Ferdous Azam, Jacquline Tham

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

The research works published in this journal are free to be accessed. They can be shared (copied and redistributed in any medium or format) and\or adapted (remixed, transformed, and built upon the material for any purpose, commercially and\or not commercially) under the following terms: attribution (appropriate credit must be given indicating original authors, research work name and publication name mentioning if changes were made) and without adding additional restrictions (without restricting others from doing anything the actual license permits). Authors retain the full copyright of their published research works and cannot revoke these freedoms as long as the license terms are followed.

Copyright © 2017-2023. European Journal of Management and Marketing Studies (ISSN 2501 - 9988) is a registered trademark of Open Access Publishing Group. All rights reserved.

This journal is a serial publication uniquely identified by an International Standard Serial Number (ISSN) serial number certificate issued by Romanian National Library. All the research works are uniquely identified by a CrossRef DOI digital object identifier supplied by indexing and repository platforms. All the research works published on this journal are meeting the Open Access Publishing requirements and standards formulated by Budapest Open Access Initiative (2002), the Bethesda Statement on Open Access Publishing (2003) and  Berlin Declaration on Open Access to Knowledge in the Sciences and Humanities (2003) and can be freely accessed, shared, modified, distributed and used in educational, commercial and non-commercial purposes under a Creative Commons Attribution 4.0 International License. Copyrights of the published research works are retained by authors.