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An Empirical Study on TQM Practices and its Influence on Employee Satisfaction and Performance in Technical Institutions: Teachers' Perspectives

Author

Listed:
  • Ch. V. V. S. N. V. Prasad

    () (Department of Economics, BITS- Pilani, K K Birla Goa Campus, Goa-403726, India Author-2-Name: Rohit Prabhudesai Author-2-Workplace-Name: Department of Economics, BITS- Pilani, K K Birla Goa Campus, Goa-403726, India Author-3-Name: Author-3-Workplace-Name: Author-4-Name: Author-4-Workplace-Name: Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:)

Abstract

Objective - Employee satisfaction and employee performance are critical to a service-oriented organization and its performance. Employees play a crucial role in the successful delivery of service and maintaining customer relationships in service oriented organizations. Satisfied employees in general perform better in service delivery as compared to unsatisfied employees. Employee satisfaction, in turn, results from total quality management initiatives such as top management support, employee training, employee participation, employee rewards, and team work that enable employees to provide better customer service. While the relationship of TQM practices and employee satisfaction has been tested in other service sectors, it has not been explored in the education sector. The objective of this paper is to investigate how TQM practices have an impact on employee satisfaction and employee performance within the context of technical institutions in India. Methodology/Technique - The data is collected from 250 teaching faculties of technical institutions in the southern states of India. Findings - The results of the study confirm that TQM practices are significantly positive predictors of employee satisfaction, which in turn contributes to better employee performance within the educational sector in India. Novelty - This study contributes to the development of literature by empirically testing the link between TQM practices and employee satisfaction and employee performance within the context of the education sector.

Suggested Citation

  • Ch. V. V. S. N. V. Prasad, 2018. "An Empirical Study on TQM Practices and its Influence on Employee Satisfaction and Performance in Technical Institutions: Teachers' Perspectives," GATR Journals jmmr195, Global Academy of Training and Research (GATR) Enterprise.
  • Handle: RePEc:gtr:gatrjs:jmmr195
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    References listed on IDEAS

    as
    1. Osman M. Karatepe & Georgiana Karadas, 2011. "The effect of management commitment to service quality on job embeddedness and performance outcomes," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 13(4), pages 614-636, July.
    2. Ki-Jung Ju & Byeonghwa Park, 2016. "An empirical study of total quality management and its influences on nurses' attitude and service performance in healthcare organisations," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 24(2), pages 147-166.
    3. Homburg, Christian & Stock, Ruth, 2005. "Exploring the Conditions Under Which Salesperson Work Satisfaction Can Lead to Customer Satisfaction," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 35543, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    4. repec:bla:stratm:v:20:y:1999:i:2:p:195-204 is not listed on IDEAS
    5. Mohr, Lois A. & Bitner, Mary Jo, 1995. "The role of employee effort in satisfaction with service transactions," Journal of Business Research, Elsevier, vol. 32(3), pages 239-252, March.
    6. Homburg, Christian & Stock, Ruth, 2005. "Exploring the Conditions Under Which Salesperson Work Satisfaction Can Lead to Customer Satisfaction," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 60481, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    Full references (including those not matched with items on IDEAS)

    More about this item

    Keywords

    Total Quality Management; Employee Satisfaction; Employee Performance; Technical Institutions.;

    JEL classification:

    • A20 - General Economics and Teaching - - Economic Education and Teaching of Economics - - - General
    • A29 - General Economics and Teaching - - Economic Education and Teaching of Economics - - - Other

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