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


To provide customers with services that meet their demands, Total Quality Management (TQM) has arisen as a management technique since 1980. Quality measurement instruments are to be implemented in the department of municipal affairs and transport in the UAE. TQM makes quality the driving force behind leadership, planning, and design, thus it requires the eight core aspects’ help. Thus, TQM would include leaders and managers based on quality excellence awards, performance, service delivery, and public trust. Quality improvement and measurement in public administration has led to the development and deployment of strategic models. Total quality management has its roots in manufacturing. The UAE economy’s demand for quality public services has made TQM and excellence awards important. Given that service organisations continue to confront harsh realities comparable to those encountered by industrial organisations, this is not surprising. This is the basic rationale for using service quality models. The stages in service quality management may improve service delivery efficiency and customer satisfaction, establishing the strategic framework for technology integration and innovation. The Department of Municipal Affairs and Transport has been compelled to offer value added service for customers and must exhibit a strong commitment to quality service in order to promote its commercial success.

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