Explaining the mediating role of Service Quality and Operational performance between TQM enablers and Organizational Performance of Software Industry; a Managerial Perspective.

Abstract

The Software industry of Pakistan is enhancing and becoming more focused towards the incorporation of quality attributes and software firms are focused towards inducing the quality programs to survive in highly competitive market (Arumugam & Chang 2009; Chung, Tien , Hsieh , & Tsai 2008). The present study focuses on determining the association between the six Total Quality Management practice elements with the organizational performance, that is the outcome variable of MBNQA framework in Software Industry of Pakistan. Moreover, it deals with determining the mediating role of service quality and organizational performance between the TQM enablers and organizational performance. The present study aims to be significant for the top management of software houses and will theoretically contribute to the knowledge associated with TQM practice and service quality role in Software Industry of Pakistan. The quantitative research methodology using the survey questionnaire is being adopted in present study to collect data from employees and managers through convenience sampling technique with a positivism philosophy. The present research upholds a unique importance of being the only research of its kind exploring the mediating role of service quality and operational performance among TQM enablers and performance of software firms in Pakistan as Sadeh and Garkaz (2014) raised the need to check such mediating roles in TQM and performance relationship. This study is also closely relevant to project management as it is incorporating the concept of MBNQA in TQM to assess project‟s operational and overall performance.