The Effect of Total Quality Management(TQM)on performance:the Mediation of Market Orientation

Subject Areas :

آذر  Kafashpur ¹ (استادیار و عضو هئیت علمی دانشگاه فردوسی مشهد)
Ahmad  Zendehdel ² (استادیار دانشگاه آزاد اسلامی واحد نیشابور)
رزیتا  KHajei ³ (کارشناس ارشد دانشگاه آزاد اسلامی واحد نیشابور)

Received: 2015-11-04 Accepted : 2015-11-04 Published : 2010-10-23

Keywords: Service Quality, hotel, Market Orientation, Total Quality Management,

Abstract :

Regarding the growing attention to the role of quality in organizations different approaches have been presented.Total quality management (TQM)is a management system that the organizations may apply to control their goods and services as well as the sale process to present them.the effects of this system on performance have been examined several times and led to valid results.Hence,to improve the organizational performance that can be the result of TQM.just imagine an inefficient but complicated orhanization.this research intends to add a systematic view to quality control by examining the intermediating role of market orientation (MO)and recognize the joint effects of this two managerial approaches on organizations,performance.In other words,the current research seeks to examine the effects of TQM on performance(service quality) through the intermediation of MO.To do so,the data were collected using a self-administered questionnaire that included 37 questions.The reliability of the questionnaire for pre-type was 0.83% and in general estimated as 0.91%.The final results revealed that MO cannot play the intermediating role in TQM affecting on performance.