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.
International Journal of Quality & Reliability Management – Emerald Publishing
Published: Mar 1, 1995
Keywords: Decision making; Management; Quality control; United Arab Emirates
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