Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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The Influence of the Quality Management System on the Firm's Performance : Moderating Effect of Organizational Characteristics and Customer Satisfaction

품질경영시스템이 기업성과에 미치는 영향 : 조직특성과 고객만족의 조절효과

  • Shim, Nam Yong (Graduate School of Business Administration, TongMyong University) ;
  • Lee, Sang Cheol (Dep. of Business Administration TongMyong University)
  • 심남용 (동명대학교 대학원 경영학과) ;
  • 이상철 (동명대학교 경영대학 경영학과)
  • Received : 2015.10.13
  • Accepted : 2015.11.30
  • Published : 2015.12.31
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Abstract

Quality management system is a systematic quality improvement approach for firm-wide management for the purpose of improving performance in terms of quality, productivity, organizational characteristics, customer satisfaction, and firm's profitability. Recently, many researchers have examined the relationship between quality management system and firm's performance. The conclusion from these studies is that effective implementation of quality management system improves firm's performance. This paper extends the existing research on quality management system and firm's performance by examining how the impact of quality management system on firm's performance is moderated by organizational characteristics and customer satisfaction. The paper is organized as follows. Section 1 introduces the necessity and purpose of the research. Section 2 reviews quality management system and summarizes the results of previous studies. Section 3 present the proposed research model, the hypotheses related to the relationship between quality management system and firm's performance. Section 4 provides results from the data analysis. Section 5 presents discussions, results, further implications, and research limitations. An extensive literature research was designed to identify and retrieve empirical studies relevent to develop the hypotheses. The objectives of this study identify the factors of quality management system on business performance. The results are as follows: First, The management responsibility, resource management and product realization influenced significantly on financial performance. The management responsibility and product realization influenced significantly on non-financial performance. Second, the research showed a fact that organizational characteristics and customer satisfaction effect as a moderated between quality management system and business performance. The implications of our results are that organizational characteristics and customer satisfaction moderate the firm's performance.

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References

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