TQM Practices in Service Organizations: Empirical Evidence from a Developing Country

TQM is always said to provide a lot of benefits to the organization. One of them is better service quality, which is crucial for service organization in satisfying customers’ needs and wants. Also, it is said to influence the market orientation, which is important to enhance effective market and organizational performance. Furthermore, it was already established that the concept and principles underlying market orientation could improve organizational performance.

Nusrah Samat. She is a lecturer at the Faculty of Business Management, Universiti Teknologi MARA, Shah Alam, Selangor; has an MBA from Universiti Sains Malaysia, Penang. She is now pursuing her PhD in Management at School ofManagement, Universiti Sains Malaysia, Penang. Herresearch interest is in ethical behavior and quality management practices.