Human aspects of quality practices and governance on the performance of revenue collection agencies in Malaysia

Quality management initiatives are widely implemented as tools for performance improvement in many organizations including service organizations. Yet, failures are associated with their implementations whereby not all quality management initiatives give desired improvement in performance. Current kn...

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Main Author:	Mukhtar, Ramlah
Format:	Thesis
Language:	English
Published:	2013
Subjects:	Public contracts Total quality management in government Total quality management
Online Access:	http://psasir.upm.edu.my/id/eprint/51790/1/GSM%202013%2012RR.pdf
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id	my-upm-ir.51790
record_format	uketd_dc
spelling	my-upm-ir.517902017-04-14T08:45:03Z Human aspects of quality practices and governance on the performance of revenue collection agencies in Malaysia 2013-11 Mukhtar, Ramlah Quality management initiatives are widely implemented as tools for performance improvement in many organizations including service organizations. Yet, failures are associated with their implementations whereby not all quality management initiatives give desired improvement in performance. Current knowledge is also limited in providing insights on the significance of quality governance as a factor for enhancing performance. This study aims to investigate the potential effect of quality governance for successful implementation of quality management initiatives in public service sector, integrated with the impact of HR infrastructure quality practices on organizational performance. A proposed research framework and hypotheses are tested using primary data through crosssectional survey from a sample of 315 managers in the revenue collection agencies in Malaysian public service sector. The results derived from structural equation modelling (SEM) testing evidently indicate the associations of quality governance with HR infrastructure quality practices and organizational performance. The findings of this study also prove that the hypothesized model attested the significance of quality governance as a factor for performance improvement and its significant role as a mediating factor in the relationship between HR infrastructure quality practices and organizational performance. Top management commitment was found to be the key HR infrastructure quality practice to ensure the existence of quality governance for better performance. Employee empowerment,employee training, and customer focus are also significant for enhancing quality governance to improve organizational performance. The findings further suggest that performance improvement is realizable whenever customer focused practices are emphasized. Consequently, the public revenue collection agencies should be aware of the importance of having effective HR infrastructure quality practices, especially the ones which are more customer focused, to promote quality governance in enhancing organizational performance. This study also advances the understanding on the importance of quality governance in relation to human factors in the quality management research. Particularly, this study suggests that future research efforts should be extended in taking up the issues related to quality governance to provide better perspectives in quality management research in different sectors or other contexts. Public contracts Total quality management in government Total quality management 2013-11 Thesis http://psasir.upm.edu.my/id/eprint/51790/ http://psasir.upm.edu.my/id/eprint/51790/1/GSM%202013%2012RR.pdf application/pdf en public phd doctoral Universiti Putra Malaysia Public contracts Total quality management in government Total quality management
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English
topic	Public contracts Total quality management in government Total quality management
spellingShingle	Public contracts Total quality management in government Total quality management Mukhtar, Ramlah Human aspects of quality practices and governance on the performance of revenue collection agencies in Malaysia
description	Quality management initiatives are widely implemented as tools for performance improvement in many organizations including service organizations. Yet, failures are associated with their implementations whereby not all quality management initiatives give desired improvement in performance. Current knowledge is also limited in providing insights on the significance of quality governance as a factor for enhancing performance. This study aims to investigate the potential effect of quality governance for successful implementation of quality management initiatives in public service sector, integrated with the impact of HR infrastructure quality practices on organizational performance. A proposed research framework and hypotheses are tested using primary data through crosssectional survey from a sample of 315 managers in the revenue collection agencies in Malaysian public service sector. The results derived from structural equation modelling (SEM) testing evidently indicate the associations of quality governance with HR infrastructure quality practices and organizational performance. The findings of this study also prove that the hypothesized model attested the significance of quality governance as a factor for performance improvement and its significant role as a mediating factor in the relationship between HR infrastructure quality practices and organizational performance. Top management commitment was found to be the key HR infrastructure quality practice to ensure the existence of quality governance for better performance. Employee empowerment,employee training, and customer focus are also significant for enhancing quality governance to improve organizational performance. The findings further suggest that performance improvement is realizable whenever customer focused practices are emphasized. Consequently, the public revenue collection agencies should be aware of the importance of having effective HR infrastructure quality practices, especially the ones which are more customer focused, to promote quality governance in enhancing organizational performance. This study also advances the understanding on the importance of quality governance in relation to human factors in the quality management research. Particularly, this study suggests that future research efforts should be extended in taking up the issues related to quality governance to provide better perspectives in quality management research in different sectors or other contexts.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Mukhtar, Ramlah
author_facet	Mukhtar, Ramlah
author_sort	Mukhtar, Ramlah
title	Human aspects of quality practices and governance on the performance of revenue collection agencies in Malaysia
title_short	Human aspects of quality practices and governance on the performance of revenue collection agencies in Malaysia
title_full	Human aspects of quality practices and governance on the performance of revenue collection agencies in Malaysia
title_fullStr	Human aspects of quality practices and governance on the performance of revenue collection agencies in Malaysia
title_full_unstemmed	Human aspects of quality practices and governance on the performance of revenue collection agencies in Malaysia
title_sort	human aspects of quality practices and governance on the performance of revenue collection agencies in malaysia
granting_institution	Universiti Putra Malaysia
publishDate	2013
url	http://psasir.upm.edu.my/id/eprint/51790/1/GSM%202013%2012RR.pdf
_version_	1747812076005359616

Human aspects of quality practices and governance on the performance of revenue collection agencies in Malaysia

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