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The influence of culture on quality management practices and their effects on perceived service quality by secondary school students

The influence of culture on quality management practices and their effects on perceived service... The purpose of this paper is to investigate how quality culture influences the relationship between total quality management (TQM) and secondary school students’ perceived service quality (PSQ).Design/methodology/approachThe authors underpin research to analyse the effect of quality culture and TQM practices on PSQ. The sample included questionnaires completed by 268 teachers and 559 students from 56 secondary schools in the Murcia Region (Spain). The proposed model comprises an exogenous construct (quality culture) and three endogenous ones (two constructs represent the TQM model’s infrastructure practices and core practices, whereas one represents PSQ), and specifies the relations among them. The authors used the variance-based structural equation modeling technique and the partial least squares estimation method to test the hypotheses.FindingsIts empirical analysis reveals that the quality culture influences the effectiveness of QM practices by suggesting a significant strong effect on infrastructure and core quality practices. In turn, the analysis reveals that these two QM aspects differently have an impact on PSQ. Finally, the mediation analysis results reveal the indirect significant impact of the quality culture on PSQ through the mediator effect of QM practices.Originality/valueThe main contribution of this work is to theoretically explain and empirically prove some mechanisms by which education centers can develop and implement a total quality initiative. The findings provide ideas for management teams about how to personalize TQM practices to achieve optimum performance outcomes. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality Assurance in Education Emerald Publishing

The influence of culture on quality management practices and their effects on perceived service quality by secondary school students

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
0968-4883
DOI
10.1108/qae-10-2018-0112
Publisher site
See Article on Publisher Site

Abstract

The purpose of this paper is to investigate how quality culture influences the relationship between total quality management (TQM) and secondary school students’ perceived service quality (PSQ).Design/methodology/approachThe authors underpin research to analyse the effect of quality culture and TQM practices on PSQ. The sample included questionnaires completed by 268 teachers and 559 students from 56 secondary schools in the Murcia Region (Spain). The proposed model comprises an exogenous construct (quality culture) and three endogenous ones (two constructs represent the TQM model’s infrastructure practices and core practices, whereas one represents PSQ), and specifies the relations among them. The authors used the variance-based structural equation modeling technique and the partial least squares estimation method to test the hypotheses.FindingsIts empirical analysis reveals that the quality culture influences the effectiveness of QM practices by suggesting a significant strong effect on infrastructure and core quality practices. In turn, the analysis reveals that these two QM aspects differently have an impact on PSQ. Finally, the mediation analysis results reveal the indirect significant impact of the quality culture on PSQ through the mediator effect of QM practices.Originality/valueThe main contribution of this work is to theoretically explain and empirically prove some mechanisms by which education centers can develop and implement a total quality initiative. The findings provide ideas for management teams about how to personalize TQM practices to achieve optimum performance outcomes.

Journal

Quality Assurance in EducationEmerald Publishing

Published: Feb 4, 2020

Keywords: Quality culture; Perceived service quality; Partial least squares; Secondary schools; Infrastructure and core quality practices

References