Total Quality Management Practices and Performance of Passenger Transport Sacco’s in Kenya
Abstract
The core objective of the study is to investigate the correlation linking total quality
management (TQM) practices (Continuous improvement, employee involvement,
management support, teamwork, strategic and systematic approach to improvement,
fact based decision making and product and process design) and its effect on
organization performance ( profits, market share and cost) in passenger transport
SACCO’s in Kenya. Sums of 300 structured questionnaires were disseminated to
workforce of 100 passenger SACCO’s; 285 were duly signed and returned, making a
response rate of 95%. Using primary data collected, the study employed descriptive
statistics to analyze the data obtained. The correlation analysis was then done through
the aid of SPSS to find out the correlation Pearson product. Moreover, Pearson’s
correlation study was then conducted, at 95% confidence break and 5% confidence
level 2 –tailed. Both factors had significant P-value between inherent TQM practices
indicators and corresponding level of organizational performance as measured by
performance dimensions. From the study, it was observed that the passenger transport
SACCO’s is comprised of three categories namely; long distance buses, long distance
shuttles and urban vehicles. Multiple regression investigation was done to find out the
linkage connecting performance and the seven independent variables. The outcome
value, were then used to test for the implication of each predictor variables (TQM
measures) in the model. Besides, the outcome indicated a constructive and significant
effect of TQM practices on organizational performance. Therefore, Organizations that
subscribe to TQM practices were observed to accrue optimum productivity and
quality performance compared to those that did not. The study concludes with
recommendations that a wider section can be used for further study, which can be
universal to the service business, with multiple feedbacks from diverse persons and
administration levels for future studies.
Publisher
University of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
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