Authors : Mansoor Maitah, Rami Hodrab and Abdulrahman Melad
Abstract: This study, aims to survey quality management practices in Palestinian Information and Communication Technology (ICT) sector. The research purpose is to provide reliable and valid constructs for measuring quality management practices depending on intensive research of literature review. The study tests the effect of quality practices implementation on firm’s performance, such as quality, business and organizational performance by using web-based questionnaires. The data was obtained through a survey from 180 related quality mangers from 60 Palestinian ICT firms. Confirmatory factor analysis and internal consistency tests were used to verify scales validity and reliability. The 2 independent samples t-test and regression analysis were utilized to investigate the statistical effects of quality practices implementation. This study supports the hypothesis that quality management practices positively affect firm’s performance. The study finds that the successful adoption and implementation of TQM practices results in firm’s performance improvement. The main proposition of the results intended for managers is that adopting TQM practices, ICT firms are more likely to accomplish better performance in customer satisfaction, employee relations and quality, business and organizational performance than without adopting TQM practices. The adoption of TQM practices within Palestinian ICT companies is poor ranging from limited to moderate level, therefore it is necessary for these firms to adopt best practices of TQM to improve organization performance for the best of these organizations.
Mansoor Maitah, Rami Hodrab and Abdulrahman Melad, 2014. The Impact of Quality Management Practices on Firm’s Performance an Empirical Investigation of Associated Constructs in Palestinian Information and Communication Technology Firms. International Business Management, 8: 312-326.