The effect of TQM practices on employee satisfaction and loyalty in government
By: CHANG, C. C
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Contributor(s): CHIU, C. M | CHEN, C. A.
Material type: 
ArticlePublisher: Oxfordshire : Routledge, Nov./Dec. 2010Subject(s): Qualidade Total | Gestão da Qualidade | Motivação | Gestão de PessoasTotal Quality Management & Business Excellence 21, 11-12, p. 1299-1314Abstract: Employee satisfaction and loyalty had been verified to be critical to a service-oriented organisation's survival and success. Previous research also established the importance of total quality management practices in building operational performance and customer satisfaction. This study integrates total quality management practices by introducing employee training, employee empowerment, teamwork, employee compensation, and management leadership into a theoretical model for studying employee satisfaction and loyalty within the context of government. The results of this study show that employee empowerment, employee compensation, teamwork and management leadership are significant positive predictors of employee satisfaction; and employee loyalty can be enhanced through employee satisfaction.
Employee satisfaction and loyalty had been verified to be critical to a service-oriented organisation's survival and success. Previous research also established the importance of total quality management practices in building operational performance and customer satisfaction. This study integrates total quality management practices by introducing employee training, employee empowerment, teamwork, employee compensation, and management leadership into a theoretical model for studying employee satisfaction and loyalty within the context of government. The results of this study show that employee empowerment, employee compensation, teamwork and management leadership are significant positive predictors of employee satisfaction; and employee loyalty can be enhanced through employee satisfaction.
Volume 21
Número 11-12
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