The motivation of this study is to provide empirical evidence of service companies’ performance regarding nine dimensions in a total quality management model during the COVID-19 pandemic. The nine dimensions highlight strategic company activities, and it allows a comparative analysis of the overall effect of having a QMS such as ISO 9001:2015 on Peruvian service companies. A total of 630 Peruvian service companies were surveyed for this study. The questionnaire included 35 Likert-scale items that were further classified into nine (9) dimensions. The Mann-Whitney U test was used to estimate any significant differences between the ISO 9001 certified and non-certified companies. Our findings showed that the performance of ISO 9001:2015 certified companies was significantly higher than that of non-certified companies in all dimensions. Moreover, our findings showed that managers in ISO 9001:2015 certified companies effectively implemented the nine dimensions of the model. The originality of this study lies in proving the positive effect of having a QMS in service companies in a context of slow economic growth and decline of consumer demand such as the COVID-19 pandemic. The findings might encourage service companies, especially those in developing countries, to allocate the necessary resources to obtain a QMS such as the ISO 9001:2015.

This study investigates how Total Quality Management (TQM) influences the quality of Health care services in Jordan. To test this relationship, a survey was distributed to 220 employees working at different Jordanian hospitals. The results show significant and positive association between all TQM dimensions (customer focus, top management support, fact-based decision making, employees' involvement, and continuous improvement) and the quality of health care services in Jordan. The study concludes by emphasizing the importance of TQM in enhancing the quality of health care service and recommends hospitals ‘management and policy makers to adopt and integrate various TQM practices into the Jordanian health sector.

In the workplace of the twenty-first century, there has been a rise in interest in organizational learning. The purpose of this research is to add to the body of knowledge regarding organizational learning, by analyzing how TQM affects organizational learning. Also in this study, we intend to indicate the influence of strategic thinking as moderator on the relationship between TQM and organizational learning. Data were gathered from respondents (N = 306) who were employed in industrial sectors and registered with the Amman stock exchange in Jordan. Furthermore, the study results support the assumption that TQM affects organizational learning. Moreover, the findings confirmed that strategic thinking plays a moderating role in the relationship between organizational learning and TQM, supporting the moderation hypothesis as well. After presenting theoretical and practical implications of the research, limitations and future direction are discussed.

Saudi Arabia is attempting to structurally transform itself to move away from its dependence on oil. Towards this, its education sector plays an important role. It provides the economy with the needed graduates. It is highly desirable that the education sector of the country attains and maintains quality standards. This study identifies the three dimensions of teaching staff, administrative staff and systems towards the Total Quality Management in a University setting. The study finds a significant difference between the sample respondents over the satisfaction with the faculty, staff, and systems. Further, the study uses the method of logistic regression to analyze the responses of University students’ perspectives of quality. The results indicate that the odds of being satisfied with the University are the highest if the students are satisfied with the systems. It followed by faculty and then the non-teaching staff. Improving the quality of faculty, staff, and systems in education services is needed to achieve the structural transformation desired by the country.

With growing concerns about healthcare services especially during and after the Covid-19 pandemic, hospitals are compelled to provide non-traditional forms of quality services. Total quality management (TQM) practices are gaining attention and becoming a driving force to improve quality performance. This research aims to investigate the impact of TQM practices and quality performance in Jordanian public hospitals. The research used an online survey to collect data from 222 respondents from several public hospitals in Jordan. The results of structural equation modeling (SEM) confirms a positive relationship between supplier quality management, customer focus, and quality performance.

The study aims to search and identify barriers to the customer’s awareness of tourism services in hotels working in Al-Kharj city in the Kingdom of Saudi Arabia. A sample of hotel customers was taken, amounting to (500) customers to find out the quality of these services, as the quality of tourism services is an essential pillar of the competitiveness of the tourism facility in light of the market economy conditions. It is not possible to know if these services need improvement without specifying and identifying their quality levels and the customers' evaluation. The study reached a set of results; the most important of them is that there is no relationship between the customer’s awareness of the tourism service and the intangibility of the services or the types of advertising message. The study recommended a set of recommendations, the most important of which is to continuously improve and develop tourism services and train workers to provide these services on modern means in the field of tourism services and using modern tourism marketing methods.

This study aims to identify the effect of Total Quality Management (TQM) on the marketing of educational services, by examining the views of employees at Prince Sattam bin Abdulaziz University and customers on the quality of services provided at the university and its relationship to marketing. The researcher used some descriptive analytical method to examine the hypotheses. In this study, two questionnaires were used: The first questionnaire was directed to university employees, and the second one was directed to customers. For testing these hypotheses, 100 questionnaires were distributed to the entire study group samples, which were retrieved. Consequently, the study group sample consisted of 100 individuals and staff from Prince Sattam bin Abdulaziz University. The study found that there was a positive perception among the sample units about the impact of TQM on the marketing of educational services. The study concluded with several recommendations, the most important of which was focusing on paying more attention to the internal public of the university and developing the spirit of one team and working to enhance the spirit of trust with them.

This study aims to determine the relationship between the quality of tourism service provided to the customer and the dimensions of the quality of this service in the hotel industry in Al-Kharj governorate in the Kingdom of Saudi Arabia. The study is accomplished through the use of descriptive analytical method and found a strong correlation between the quality of service provided, and the dimensions of this quality. The study pro-vides several recommendations, the most important of which paying more attention to the training and qualifi-cation of workers in the hotel sector and to strengthen the spirit of the team among them. The study also recommends the need to pay attention to the tangible aspects of hotel services and strengthen the relationship between the service provider and recipients.

This study aimed to identify the effect of Total Quality Management (TQM) practices on their dimensions on employee performance who worked for Qatar Ministry of Interior, with the moderating share of knowledge. The components of TQM include customer focus, employee participation, continuous improvement, leadership & good vision and operations manage-ment. The study uses a quantitative research, where 280 questionnaires are collected from respondents to obtain the necessary information for testing the hypotheses of the study. Multiple regression and gradient regression are used to analyze the research data. The results indicate that TQM practices with its dimensions had effects on employee performance through knowledge sharing. The results of this study contribute to develop and implement different strategic directions that enhance the performance of employees through the adoption of TQM and the dissemination of a culture of knowledge sharing.

The primary objective of the present study was to examine the impact of total quality management (TQM) practices on the performance of organization performance of Arab American University Palestine. The study was also interested in examining the role of organizational excellence in organizational performance and also investigated the impact of organizational excellence in the relationship between TQM practices and organizational performance. To achieve the objective of the current study, we employed the structural equation modeling using statistical package of smart PLS-3. The questionnaires were distributed among the administrative staff of the university. Prior to establishing direct and indirect links between variables, we accessed the measurement of model and after establishment of the model fit, the structural model was used to examine the hypothesized relationships and the results confirmed the hypotheses of the survey. In other words, TQM practices had significant relationship with organizational performance and organizational performance had significant relationship with organizational performance. Moreover, TQM had a positive and significant effect on the organizational Excellence. Finally, organizational excellence also mediated the relationship between TQM and organizational performance.

This paper has been retracted.