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The Effect of Quality Management and Big Data Management on Customer Satisfaction in Korea’s Public Sector

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  • Gye-Soo Kim

    (Business Department, Semyung University, Jecheon 27136, Korea)

Abstract

Data-driven decision making is needed in uncertain situations. Total quality management is the source of quality management activities and customer satisfaction. This study is related to the investigation into the application of total quality management based on big data management on the public sector in Korea. We developed a research model for total quality management, and investigated the role of moderating big data management between total quality management leadership and quality management. Moreover, this study has examined the relationships between the practices of the total quality management and using big data, including customer needs and wants. The research model is developed and tested to fit it is with the SEM (Structural Equation Model) analysis using data 250 samples in Korea’s public sector. The survey was conducted between 1 August and 30 August 2019. The results are as follow: Total quality leadership has significantly impacted total quality management. Customer satisfaction was found to be significantly affected by total quality management activities. In addition, the level of big data management has the moderation effect between total quality leadership and total quality management in Korea public sectors. It is necessary to systematically manage data management in a situation where the demand for improvement of public service is gradually increasing online in public sector.

Suggested Citation

  • Gye-Soo Kim, 2020. "The Effect of Quality Management and Big Data Management on Customer Satisfaction in Korea’s Public Sector," Sustainability, MDPI, vol. 12(13), pages 1-13, July.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:13:p:5474-:d:381384
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    References listed on IDEAS

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    1. Frank, Alejandro G. & Mendes, Glauco H.S. & Ayala, Néstor F. & Ghezzi, Antonio, 2019. "Servitization and Industry 4.0 convergence in the digital transformation of product firms: A business model innovation perspective," Technological Forecasting and Social Change, Elsevier, vol. 141(C), pages 341-351.
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    Cited by:

    1. Yi-Yuan Liu & Shun-Hsing Chen & Jia-Xuan Zhang, 2021. "Applying Importance–Satisfaction Model to Evaluate Customer Satisfaction: An Empirical Study of Foodpanda," Sustainability, MDPI, vol. 13(19), pages 1-18, October.
    2. Vita Nurul Fathya & Viverita Viverita & Sri Rahayu Hijrah Hati & Rifelly Dewi Astuti, 2023. "Customer satisfaction with electronic public services: An 18 years of systematic literature review," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 20(4), pages 759-812, December.
    3. Boyao Zhang & Ubaldo Comite & Ali Gokhan Yucel & Xintao Liu & Mohammed Arshad Khan & Shahid Husain & Muhammad Safdar Sial & József Popp & Judit Oláh, 2021. "Unleashing the Importance of TQM and Knowledge Management for Organizational Sustainability in the Age of Circular Economy," Sustainability, MDPI, vol. 13(20), pages 1-18, October.
    4. Aawag Mohsen Alawag & Wesam Salah Alaloul & M. S. Liew & Abdullah O. Baarimah & Muhammad Ali Musarat & Al-Baraa Abdulrahman Al-Mekhlafi, 2023. "The Role of the Total-Quality-Management (TQM) Drivers in Overcoming the Challenges of Implementing TQM in Industrialized-Building-System (IBS) Projects in Malaysia: Experts’ Perspectives," Sustainability, MDPI, vol. 15(8), pages 1-21, April.

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