Total Quality Management System of Commercial Services Department of Metropolitan Cebu Water District (MCWD), Cebu City

  • Sheena Joy P. Sabijon
  • Janet E. Magno
  • Evangeline Evangelista

Abstract

The purpose of the study is to evaluate the TQM practice and customer satisfaction levels of the Commercial Services Department in MCWD. A total of fifty MCWD employees and two hundred ninety-eight MCWD customers participated in the study. The sampling method used is Random sampling. Forty-six of the employees were rank and file, while four were managers. Employees answered a modified TQM questionnaire onsite or within the MCWD main office. Statistic mean was used to compare differences between rank & file and managers’ responses. Meanwhile, two hundred ninety-eight customers answered a modified SERVQUAL questionnaire onsite or online. The SERVQUAL questionnaire is a tool that requires customers to rate both their expected and experienced (perceived) services received from MCWD. The researchers hypothesize that there are no significant differences between the expected service quality and the experienced service quality of customers. The study used T-test statistics to test this hypothesis. Results revealed a gap in all MCWD TQM Dimensions; this is specifically true regarding their Communication processes. Likewise, the results of the SERVQUAL survey exposed customers’ dissatisfaction with the majority of the services rendered by MCWD - in particular, the personal services customers received. The findings imply a deficiency in MCWD’s implementation of the TQM practices, specifically on the information exchange between various levels in the company. Additionally, the results suggest that MCWD should enhance their service, especially on personal servicing. Finally, the researchers provided recommendations to aid MCWD in the improvement of their existing practices and enhance their service quality.

References

Adu-Oppong, A. A., & Agyin-Birikorang, E. (2014). Communication in the workplace: Guidelines for improving effectiveness. Global journal of commerce & management perspective, 3(5), 208-213.
Bearth, A., & Siegrist, M. (2016). Are risk or benefit perceptions more important for public acceptance of innovative food technologies: A meta-analysis. Trends in Food Science & Technology, 49, 14-23.
Birkland, S. A. (1995). An assessment improving employee attitudes and job satisfaction through Total Quality Management implementation
Choi, T. Y., & Eboch, K. (1998). The TQM Paradox: Relations among TQM practices, plant performance, and customer satisfaction. Journal of Operations Management, 17(1), 59–75. https://doi.org/10.1016/s0272-6963(98)00031-x
Desiyanti, N. L., Sudja, I. N., & Budi Martini, L. K. (2018). Effect of Service Quality on Customer Satisfaction, Customer Delight and Customer Loyalty (Study on LPD Desa Adat Sembung and LPD Desa Adat Seseh). International Journal of Contemporary Research and Review, 9(03), 20660–20668. https://doi.org/10.15520/ijcrr/2018/9/03/483
Elfaituri, A. A. (2012). An assessment of TQM implementation, and the influence of organisational culture on TQM implementation in Libyan banks (Doctoral dissertation, University of Gloucestershire)
Hietschold, N., Reinhardt, R., & Gurtner, S. (2014). Measuring critical success factors of TQM implementation successfully – a systematic literature review. International Journal of Production Research, 52(21), 6254–6272. https://doi.org/10.1080/00207543.2014.918288
Kaizen Strategies for Improving Team Performance | Emerald Insight. (2000b, February 1).
Emerald Insight. https://www.emerald.com/insight/content/doi/10.1108/tpm.2000.6.1_2.37.2/full/html
Key Success Factors of Total Quality Management (TQM) for the Hospitality Sector. A Critical Review of the Literature. (2020). European Journal of Hotel and Tourism Research, 8(2), 1–17. https://doi.org/10.37745/ejhtr/vol8.no2.pp1-17.2020
Khan, M. S. I., Sourav Paul, & Sanatan Sushil. (2020). Implementation of TQM Pillars in A Manufacturing Factory: An Empirical Case Study. Journal of Management Info, 7(2), 119–134. https://doi.org/10.31580/jmi.v7i2.1422
Mukhtar, U., Anwar, S., & Ilyas, A. (2017). Evolution of service quality management and paradigm shift from product to service orientation: a historical review of literature. International Journal of Business Forecasting and Marketing Intelligence, 3(2), 201. https://doi.org/10.1504/ijbfmi.2017.084058
Naples, B. (2017, October 3). Annual Reviews and Compliance’s Role: Annual Reviews of Policies and Procedures. Complianceandethics.Org. Retrieved October 1, 2021, from https://complianceandethics.org/annual-reviews-compliances-role-annual-reviews-policies-procedures/
Paul, J., Mittal, A., & Srivastav, G. (2016). Impact of service quality on customer satisfaction in private and public sector banks. International Journal of Bank Marketing.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147. https://doi.org/10.1016/s0022-4359(05)80007-7
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.
Raimona Zadry, H., & Mohd Yusof, S. (2006). Total Quality Management and Theory of Constraints Implementation in Malaysian Automotive Suppliers: A Survey Result. Total Quality Management & Business Excellence, 17(8), 999–1020. https://doi.org/10.1080/14783360600747911
Rokke, C. (2013). Challenges and Barriers Affecting the Success of Total Quality Management
Sadikoglu, E., & Olcay, H. (2014). The Effects of Total Quality Management Practices on Performance and the Reasons of and the Barriers to TQM Practices in Turkey. Advances in Decision Sciences, 2014, 1–17. https://doi.org/10.1155/2014/537605
Sanad, S., & S., A. (2021). The Impact of Participative Decision-Making on Organizational Commitment: A Study among Employees of Mobile Telecom Companies in Yemen. Journal of Advanced Research in Economics and Administrative Sciences, 2(3), 75–88. https://doi.org/10.47631/jareas.v2i3.323
Sarreal, E. (2008). Customer satisfaction and service quality in high-contact service firm. DLSU Bus. Econ. Rev, 17(1), 1-12.
Sharabi, M. (2015). Entry, "Customer Focus", in Su Mi Dahlgaard-Park (Ed.) Encyclopedia of Quality and the Service Economy, Sage Pub. (pp. 114-118)
Sharma, N. and Patterson, P.G. (1999), "The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services", Journal of Services Marketing, Vol. 13 No. 2, pp. 151- 170. https://doi.org/10.1108/08
T. Y. Choi and K. Eboch, “The TQM Paradox: relations among TQM practices, plant performance, and customer satisfaction,” Journal of Operations Management, vol. 17, no. 1, pp. 59–75, 1998.
Utomo, H. (2020). Diaspora, Cultural Heritage and Tourism. Proceeding International Conference on Engineering, 1(1), 10–12. https://doi.org/10.36728/icone.v1i1.1275
Published
2021-12-31
How to Cite
JOY P. SABIJON, Sheena; E. MAGNO, Janet; EVANGELISTA, Evangeline. Total Quality Management System of Commercial Services Department of Metropolitan Cebu Water District (MCWD), Cebu City. Asian Journal of Research in Business and Management, [S.l.], v. 3, n. 4, p. 83-93, dec. 2021. Available at: <https://myjms.mohe.gov.my/index.php/ajrbm/article/view/16659>. Date accessed: 21 may 2022.
Section
Articles