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Arabian Journal of Business and Management Review
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Research Article

Investigating Total Quality Management: The Case of Small and Medium Size Enterprises in Northern Cyprus

Ekiz EH1*, Ozgurer G2 and Sian LS3

1Senior Lecturer, CHE, Taylor’s University, Kuala Lumpur, Malaysia

2Near East University, Nicosia, Northern Cyprus

3Taylor’s University, Kuala Lumpur, Malaysia

*Corresponding Author:
Erdogan H. Ekiz
Senior Lecturer, CHE, Taylor’s University
Kuala Lumpur, Malaysia
Tel: + 60 (10) 279 4595
E-mail: [email protected]

Received DateSeptember 07, 2015; Accepted Date October 17, 2015; Published DateOctober 28, 2015

Citation: Ekiz EH, Ozgurer G, Sian LS (2015) Investigating Total Quality Management: The Case of Small and Medium Size Enterprises in Northern Cyprus. Arabian J Bus Manag Review 6:177. 

Copyright: © 2015 Ekiz EH, et al. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.

Abstract

Quality perceptions of the customers play a vital role in not only determining the satisfaction obtained thus creating a repurchase intention but also confirming the initial purchase decision. For this reasons companies in various locations and industries strive to improve their quality levels. In this sense, total quality management (TQM) is found to be a very useful tool suggesting a continuous improvement in its core. Keeping these in mind, this study aims first to investigate the acceptance level of TQM in Northern Cyprus. Second aim is to measure the five components of TQM (leadership, strategic planning, human resource management, customer satisfaction, management of process quality, and benchmarking) to find out the perceptions of small and medium size organizations’ managers. To achieve this, all Small and Medium Size Enterprises (SMEs) in Northern Cyprus have been targeted for the data collection. Analysis of the results depicts an accurate picture of the current situation in Northern Cyprus as well as they revealed important managerial implications for managers in similar locations.

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