The relationship between management's perception of total quality service and customer perceptions of service quality

The effectiveness of quality management programmes at resulting in enhanced business performance has been a major subject of interest for business and academia alike. In service organizations, customer-perceived service quali ty is considered as one of the key determinants of business performance. Th e current study strives to examine the influence of total quality service ( TQS) dimensions on customer-perceived service quality. Multiple regression analysis has been used to investigate the relationship between the differen t dimensions of TQS and the various factors of service quality. The results have indicated that the TQS dimensions, as a whole, are indeed good predic tors of service quality. Furthermore, the soft issues of TQS (such as human resource management, customer focus, service culture, employee satisfactio n, top management commitment and leadership and social responsibility) seem to be more vital than do hard issues in positively influencing customer-pe rceived service quality.