I-Ming Wang

The relationship between service quality, customer satisfaction and customer loyalty: a study on the management consulting industry

Based on literature review and experimental results, the study employed questionnaire survey to investigate the relationship between service quality, customer satisfaction, and customer loyalty. The present study used factor analysis and regression analysis, and obtains the following results: (1) Perspectives of service quality in the management consulting industry includes: empathy, reliability, competence, responsiveness, and tangibles. (2) A significantly positive effect of perspectives of service quality on customer satisfaction is verified through regression analysis. (3) A significantly positive effect of customer satisfaction on customer loyalty is verified as well.

The impact of TQM Implementation on employee’s performance in China — an example of Shanghai Fu-Shing company

Abstract This study seeks in a controlled setting to examine the efficacy of TQM program implemented on rank and file employees, using the method of Case Study at Shanghai Fu-Shing Inc. located in Shanghai City of China, and a Longitudinal Comparative Research Design. Through the sample composition, instrumentation, procedures, data analysis, Null Hypothesis were tested. Results show that there is a significant difference in the degree of Employee participation between After and Before TQM Implementation. The significant difference indicates that After TQM Implementation has considered the conditions necessary for job performance. In reference to the Human Performance System model, Shangahi Fu-Shing Inc. through its TQC program has addressed the aspects of input (information, resources), performer (training, guidance), output (conformance to quality standards), consequences (bonuses, recognitions), and feedback. In fact, Total Quality Management covers every aspect on the way of life and operation that is conducted in an organization. This is particularly true for employee involvement and job performance that is directly affected by Total Quality Management: Employee Involvement because of established participative activities and job performance because of the conditions created necessary for good performance.

Study of the application of a fuzzy multi-criteria decision making method on selecting the knowledge management system

Abstract Various solution schemes for the knowledge management system are offered in the market. However, each scheme has its own limitations, so each corporation should find out its own actual needs and then choose the most suitable scheme so as to build up the system for promoting their knowledge management for more competitive advantages. This research attempted to adopt Multiple Criteria Decision Making Analytical Method to guide decision makers with corporate needs to objectively choose the most suitable scheme for the corporation to establish the knowledge management system. It was expected that a fuzzy multiple criteria decision making evaluation pattern could be established through this research. Therefore, it makes possible that decision makers can avoid introducing a system with personal fondness and under the influence of manufacturers’ exaggerated advertising. Finally, corporations, which are determined to established knowledge management system, can select the sequence of the knowledge management system through the multiple criteria evaluation pattern, which is referable in planning to build up the system.

Study of TQM on Internal and External Involvement – an example of Sumiko Electronics Suzhou Company in China

Abstract Total Quality Management (TQM) in the briefest possible summary is: total people-empowerment; focus on the customer is a commitment to quality; and an investment in knowledge. TQM actually has a wide variety of elements, themes, and principles. This study seeks in a controlled setting to examine the efficacy of TQM program implemented on internal and external employees, using the method of Case Study at Sumiko Electronics Suzhou (SES) Inc. located in Su Zhou District of China, and a Longitudinal Comparative Research Design. The standard deviation was used to determine how the scores of internal and external involvement spread out is between the two periods (before and after the implementation of TQM program). This study shows particularly true in the involvement indicators, such as Supplier Certification, Just-In-Time Purchasing, Benchmarking, and Supplier’s involved in Design and Training. The significant difference indicates that After TQM Implementation has considered the conditions necessary for Internal and External Involvement.