تأثير إدارة الجودة الشاملة في تنافسية المنظمة عبر القيمة المدركة للزبون بحث استطلاعي في شركتي أسيا سيل وزين للاتصالات المتنقلة في العراق
Abstract
The research's aim's to determine the impact of total quality management on organizations' competitiveness through customer perceived value. To achieve this goal, the researcher from the theoretical literature and related studies deducted the construction of the scheme shows the hypothetical relationship between the variables, the research adopted on studying total quality managements as an independent variable (management support, strategic planning, operations design, customer focus, supplier involvement, employee involvement, error prevent, training & education, continues improvement, benchmarking, quality measures) as well as three variables representing the dependent variables adopted for organizations' competitiveness are:(competitive performance, competitive potential, management process) while customer perceived value (Core product value, Service value, Relationships value) represented moderating variables. The sample consisted of (50) Directors in Asia cell and Zain mobile telecommunications companies in Iraq. The major results among them of this research are significant positive impact for total quality management on organizations' competitiveness and the influential models between the total quality management and organizations' competitiveness increases when mediating customer perceived value.Key words: total quality management, competitiveness, customer perceived value
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