233,793 research outputs found

    The relationship between total quality management and firm performance at Kulim Technology Park Coorporation Sdn Bhd and its subsidiaries / Nurhanisah Abdul Razak

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    This study investigate the relationship between Total Quality Management and firm performance at Kulim Technology Park Corporation (KTPC) Sdn. Bhd and its subsidiaries. The objectives of this study were to identify the most contributing factors of Total Quality Management towards firm performance at Kulim Technology Park Corporation (KTPC) Sdn. Bhd. and its subsidiaries and to examine the relationship between Total Quality Management and firm performance at Kulim Technology Park Corporation (KTPC) Sdn. Bhd. and its subsidiaries. This study only focus on the three elements of Total Quality Management which were training, customer focus and leadership. The findings of this study indicates that training and leadership had strong, positive relationship towards firm performance. Meanwhile, customer focus had a moderate, positive realationship towards firm performance. This study also found that Total Quality Management had strong, positive relationship towards the firm performance

    THE EFFECT OF SUPPLY CHAIN MANAGEMENT ON COMPETITIVE ADVANTAGE AND FIRM PERFORMANCE (Case Study: The Fish Processing Industry in Bitung North Sulawesi Province in Indonesia)

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    Supply Chain Management (SCM) has been recognized as a strategy that could lead firm to gain competitive advantage, other than to achieve greater firm performance. This study aimed to analyze the effect of supply chain management to competitive advantage and firm performance, the effect of competitive advantage and firm performance and influence on the performance of SCM in Firm through a competitive advantage in the fish processing industry in Bitung North Sulawesi Province. Research conceptualizes and develops three dimensions of SCM practice (customer relationship management, internal supply chain management, supplier relationship, management) and tests the relationships between SCM, competitive advantage, and firm performance. Data for the study were collected from 21 firm and the relationships proposed in the framework were tested using partial least square (PLS)  The results indicate that SCM, which consists of three dimensions of customer relationship management, internal supply chain management and supplier relationship management, has a positive impact on competitive advantage and performance, competitive advantage has positive effect on the performance and the firm's performance depends on the competitive advantages of each of the fish processing industry. SCM in the industry of fish processing in the city of Bitung in North Sulawesi has positive effect on competitive advantage of firm. As for the performance of the enterprise, SCM also direct effect. The performance of fish processing firm directly been affected by the competitive excellence and SCM practice   Keywords: Supply chain management; Competitive Advantage; Firm Performance;                     Partial least Squar

    Influence of Firm Characteristics on the Relationship between Customer Relationship Management Practices and Performance of Large-Scale Manufacturing Firms in Kenya

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    The objective of the research was to measure the influence of firm characteristics on the relationship between customer relationship management practices and performance of large-scale manufacturing firms in Kenya. To establish this objective, two objectives focusing on financial and non-financial performance were set and corresponding hypotheses formulated. The population of the study comprised large-scale manufacturing firms that were members of the Kenya Association of Manufacturers (KAM). A descriptive cross-sectional survey was used. The data analyzed was obtained through a structured questionnaire. To test the influence of firm characteristics on the relationship between customer relationship management practices and firm performance regression analysis was used. The findings indicated that the moderating influence of firm characteristics on CRM practices and firm performance was only found to be statistically significant on non-financial performance and not statistically significant on the association between CRM practices and financial performance. Further, the interaction of CRM practices and firm characteristics on non-financial performance was statistically significant. One major contribution of this investigation is that CRM practices and firm characteristics account for significant variation in non-financial performance. Further, the findings of the study support the theoretical link between CRM practices, firm characteristics and performance. Acknowledgement I would like to thank God for his providence, his faithfulness and for seeing me through completion of my Ph.D. program. I sincerely thank my University Supervisors; Prof. Justus Munyoki, Dr. Joseph Owino and Dr. James Njihia, their insightful contributions, critique and patience moudlded my academic reading, thinking and writing. Special thanks to my family for their patience encouragement and prayers. Keywords: Customer relationship management, firm characteristics, performance, large-scale manufacturing firm

    Enterprise systems and labor productivity: disentangling combination effects

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    This study analyzes the relationship between the three main enterprise systems (Enterprise Resource Planning (ERP), Supply Chain Management (SCM), Customer Relationship Management (CRM)) and labor productivity. It reveals the performance gains due to different combinations of these systems. It also tests for complementarity among the enterprise systems with respect to their interacting nature. Using German firm-level data the results show that the highest productivity gains due to enterprise system usage are realized through use of the three main enterprise systems together. In addition, SCM and CRM function as complements, especially if ERP is also in use. --Labor productivity,enterprise systems,complementarity,Enterprise Resource Planning,Supply Chain Management,Customer Relationship Management

    An empirical investigation of Network-Oriented Behaviors in Business-to-Business Markets

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    This study is concerned with the extent to which network-oriented behaviors directly and/or indirectly affect firm performance. It argues that a firm's interaction behaviors in relation to an embedded network structure are key mechanisms that facilitate the development of important organizational capabilities in dealing with business partners. Such network-oriented behaviors, which are aimed at affecting the position of a company in the network, are consequently important drivers of firm performance, rather than the network structure alone. We develop a conceptual model that captures network-oriented behaviors as a driving force of firm performance in relation to three other key organizational behaviors, i.e., customer-oriented, competitor-oriented and relationship-oriented behaviors. We test the hypothesized model using a dataset of 354 responses collected via an on-line questionnaire from UK managers, whose organizations operate in business-to-business markets in either the manufacturing or services sectors. This study provides four key findings. First, a firm's networkoriented behaviors positively affect the development of customer-oriented and competitor-oriented behaviors. Secondly, they also foster relationship coordination with its important business partners within the network. Thirdly, the effective management of the firm's portfolio of relationships is found to mediate the positive impact of network-oriented behaviors on firm profitability. Lastly, closeness to end-users amplifies the positive effect of network-oriented behaviors on relationship portfolio effectiveness

    The key role of institution pressure on green supply chain practice and the firm's performance

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    Purpose: This study was conducted to investigate the influence of isomorphism institutional theory on green supply chain management (GSCM) and firm performance by using the structural equation model (SEM) to explain the driving factors of reducing the impact of environmental processes on the firm. Design/methodology/approach: Structural equation model (SEM) to explain the driving factors of reducing the impact of environmental processes on the firm. Findings: Isomorphism institutional factors showed a statistically significant positive effect on GSCM practices. Moreover, GSCM practices showed a statistically significant positive effect on firm performance. Under the literature review, customer pressure and top management support are primary factors to achieve GSCM practices and potential to establish firm performance. Research limitations/implications: First, the common hypothesizes do not provide insight into all the relationships that warrant additional inspection. Second, Thailand manufacturers have experiences pressures from foreign customers and competitors but they have opportunities to learn from them to better improvement GSCM practices. Practical implications: Results may highlight pressure for greening and which more efforts are needed for GSCM practices. GSCM practices generally require more effort due to need for collaborating with customer and competitor. Thailand manufacturers are increasingly confronted with isomorphism institutional pressure to implement GSCM practices. Social implications: It is useful the Thailand government promotes GSCM by creating an awareness of the benefits. GSCM can help to alleviate the question of the followers about implementing GSCM and decrease their risk association with the environmental adoption. Originality/value: Research creates clarity of the relationship between isomorphism institutional pressures, top management support, and performance in Thailand, which is a developing country with environmental investment concerns that affect profits from the operations of the firm.Peer Reviewe

    Understanding the Impact of Information Quality on Customer Relationship Management

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    Information represents a valuable firm resource. The quality of this resource can benefit or adversely impact social and/or economic outcomes within the organization. Previous studies predominately establish that a global measure of information quality has a positive relationship with the success of technology adoption. But there is limited understanding of the impact of information quality on outcomes other than technology adoption. This study investigates the multi-dimensional aspect of information quality and advances the proposition that it acts as a strategic success factor to customer relationship performance. Specifically, this study explores information as a resource for the firm and suggests that higher quality information will yield better decisions, which in turn, induces higher customer perceived relationship investment and relationship quality. This research builds upon resource based view theory to conceptualize information as a firm resource and will empirically investigate information quality as either an enhancement or impediment to organizational success of customer relationship management. Finally, this contributes to cross domain literature consisting of information systems and marketing which is currently underexplored. If organizations can identify vulnerability in the information quality structure, information can then be calibrated to reflect necessary improvements. Using a survey of 303 participants from multiple respondent groups (e.g., information producers, custodians, consumers and managers), findings suggest that information quality dimensions have different effects on perceived customer relationship management. Due to the exploratory nature of the study and complexity of the model, results were analyzed using PLS-SEM. Results of the study (1) build upon previous information systems literature to identify and analyze information quality dimensions that are a relevant consideration in today’s digital era (2) contribute to resource based view theory literature by establishing that information quality resources represent a strategic success factor to customer relationship performance, and (3) expand upon customer relationship management literature by discovering that information quality drivers distinctively impact management levels in a contrasting manner thereby effecting perceived customer relationship investment and perceived customer relationship quality. In terms of managerial implications, results provide valuable insight that information quality initiatives are a business issue worthy of recognition since the use of information is inextricably linked to performance measures. If organizations continue to struggle with information quality, the information will remain an impediment to customer relationship management success and economic performance

    CRM Factors That Affect the Firm Performance in Telecommunication Industry in Libya

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    By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience, companies have a greater ability today to establish, nurture, and sustain long-term customer relationships than ever before in telecommunication industry in Libya. Data were collected through questionnaire and there were 100 respondents. Findings suggest that customer relationship management factors; information gathering, information processing, information management, customer loyalty and customer retention with firm performance in telecommunication industry in Libya

    The relationship between total quality management and firm performance at Majlis Agama Islam dan Adat Melayu Perak (MAIPk), Ipoh, Perak / Norsiha Abdul Hanid

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    This study to investigate the relationship between Total Quality Management between Firm Performance at Majlis Agama Islam Dan Adat Melayu Perak (MAIPk), Ipoh, Perak. Hence, for this research, the researcher decided to distribute the questionnaires to only 103 of employee Majlis Agama Islam Dan Adat Melayu Perak (MAIPk), Ipoh, Perak. The objectives of this study were to identify the most contributing factor of Total Quality Management towards Firm Performance at Majlis Agama Islam Dan Adat Melayu Perak (MAIPk), Ipoh, Perak and to examine the relationship between Total Quality Management and Firm Performance at Majlis Agama Islam Dan Adat Melayu Perak (MAIPk), Ipoh, Perak. Moreover, this study provided a lot of advantage to the researcher and the people in the organization because it created more understanding on the relationship between Total Quality Management and Firm Performance. There were three elements in Total Quality Management that been studied which were training, leadership and customers focus. Finding in this study concludes the most contributing factor of total quality management towards firm performance at Majlis Agama Islam Dan Adat Melayu Perak (MAIPk), Ipoh, Perak was training with the highest mean 4.1883. While, leadership with mean .41534 and customer focus with mean 4.1534. While, based on the findings in correlation analysis, there is strong, positive relationship between Total Quality Management and firm performance among employees Majlis Agama Islam Dan Adat Melayu Perak (MAIPk), Ipoh, Perak which was statistically significant with value (r=.639, p<.01)

    The relationship between total quality management and firm performance at Pejabat Setiausaha Kerajaan Negeri Selangor, Shah Alam , Selangor Darul Ehsan / Nurul Hazirah Zainol

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    This study investigates the relationship between Total Quality Management and firm performance at Pejabat Setiausaha Kerajaan Negeri Selangor, Shah Alam Selangor. The data collected through questionnaires that has been distributed to the total sample size of 210 employees at Pejabat Setiausaha Kerajaan Negeri Selangor, Shah Alam, Selangor. The objectives of this study were to identified the most contributing factor of Total Quality Management towards firm performance and to examined the relationship between Total Quality Management and firm performance at Pejabat Setiausaha Kerajaan Negeri Selangor, Shah Alam, Selangor. Besides, this study also provided benefits to the researcher and the employee in the organization as it gains more understanding and knowledge about Total Quality Management elements studied this research which are training, customer focus and leadership within the organization. Once they get to know which elements of Total Quality Management that applied the most in their organization, the top management is able to increase the element’s approach that can lead to higher reputation of the organization. Findings of this study concludes that leadership is the most contributing factor in Pejabat Setiausaha Kerajaan Negeri Selangor, Shah Alam, Selangor with the highest mean of 4.1114 and standard deviation .49684 compared to other factors, training with mean 4.0657 and standard deviation .46305; and customer focus with mean 4.0762 and standard deviation .52306. Meanwhile, there was a strong, positive relationship between Total Quality Management and firm performance at Pejabat Setiausaha Kerajaan Negeri Selangor, Shah Alam, Selangor with correlation value (r=.706, n=210, p<.01
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