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An instrument validation of TQM enablers and IT resources in Indian ICT organizations

An instrument validation of TQM enablers and IT resources in Indian ICT organizations The purpose of this study is to identify and rank total quality management (TQM) enablers and information technology (IT) resources to provide a reliable and valid measurement instrument for evaluation in Indian information and communications technology (ICT) organizations.Design/methodology/approachBased on a literature review of TQM enablers and IT resources, 17 factors are identified, of which, 9 are TQM enablers and 8 are IT resources. The empirical data, retrieved from 801 ICT organizations, is tested by descriptive analysis and factor analysis (FA). FA is used to ensure that items in each scale sufficiently reflect the scope of each factor.FindingsThis paper has developed an instrument that can be used to evaluate items to implement TQM enablers and IT resources. The instrument identifies 17 reliable and valid factors, out of which 16 are input factors, while 1 is an outcome factor.Practical implicationsThis instrument will provide a practical understanding to enable the monitoring of TQM enabler and IT resource activities in ICT organizations. Along with this, these instruments will help to build models related to constructs that will further achievement of customer satisfaction (CS).Originality/valueThis paper presents an instrument which validates the different items of TQM enablers and IT resources. It also shows the relationship between the two in terms of CS. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Systems and Information Technology Emerald Publishing

An instrument validation of TQM enablers and IT resources in Indian ICT organizations

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1328-7265
DOI
10.1108/jsit-01-2017-0004
Publisher site
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Abstract

The purpose of this study is to identify and rank total quality management (TQM) enablers and information technology (IT) resources to provide a reliable and valid measurement instrument for evaluation in Indian information and communications technology (ICT) organizations.Design/methodology/approachBased on a literature review of TQM enablers and IT resources, 17 factors are identified, of which, 9 are TQM enablers and 8 are IT resources. The empirical data, retrieved from 801 ICT organizations, is tested by descriptive analysis and factor analysis (FA). FA is used to ensure that items in each scale sufficiently reflect the scope of each factor.FindingsThis paper has developed an instrument that can be used to evaluate items to implement TQM enablers and IT resources. The instrument identifies 17 reliable and valid factors, out of which 16 are input factors, while 1 is an outcome factor.Practical implicationsThis instrument will provide a practical understanding to enable the monitoring of TQM enabler and IT resource activities in ICT organizations. Along with this, these instruments will help to build models related to constructs that will further achievement of customer satisfaction (CS).Originality/valueThis paper presents an instrument which validates the different items of TQM enablers and IT resources. It also shows the relationship between the two in terms of CS.

Journal

Journal of Systems and Information Technology – Emerald Publishing

Published: Jul 17, 2020

Keywords: Total quality management; Resources; Information technology; Enablers; Information communication and technology

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