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研究生: 阮文情
研究生(外文): Nguyen Van Tinh
論文名稱: The Impact of Total Quality Management on Business Performance of the Telecommunication Sector in VNPT Nam Dinh, Viet Nam
論文名稱(外文): The Impact of Total Quality Management on Business Performance of the Telecommunication Sector in VNPT Nam Dinh, Viet Nam
指導教授: 許丕忠
學位類別: 碩士
校院名稱: 樹德科技大學
系所名稱: 資訊管理系碩士班
論文出版年: 99
畢業學年度: 99
語文別: 英文
論文頁數: 90
中文關鍵詞: Total Quality managementleadershipEmployee participationprocess control and improvementTelecommunication serviceService Quality
外文關鍵詞: Total Quality managementleadershipEmployee participationprocess control and improvementTelecommunication serviceService Quality
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Total quality management has been applied in many industries and high-tech companies worldwide for the past few decades.  Some studies shows that business productivity has made a considerable improvement in finance as well as a customer boom (John Watson, The Department of Accounting and Finance, The University of Western Australia, 2003).  In the mean time, some other researches have also pointed out the difficulties in the application of TQM.  One of the key factors leading to the success implementation of TMQ is the internal human resources. The literature review has revealed highlights on telecommunication service consumers who have been entitled to choose their own suppliers and laid their faith over the trustworthy one thanks to telecommunication quality brought about by the application of TQM. It is a matter of fact that companies that can gain more customers’ faith would be more profitable.  Thus, the very aim of this study is to investigate the impact of TQM application on business performance, or simply stated, how the application of TQM can influence the internal staff and the company’s partner as well as external customers about the company’s identity, customers’ satisfaction and their loyalty to the company.  Besides, the thesis closely looks into the impact of TQM on the business performance of telecommunication service, especially with a focus on the service quality of ADSL.  In this thesis, a sample model has been developed and suggested by conducting a survey questionnair on 250 employees, among which. 150 Employees are working at  VNPT Nam Dinh and the other 100 Eployees VDC (Viet Nam Data Communication company).

Total quality management has been applied in many industries and high-tech companies worldwide for the past few decades.  Some studies shows that business productivity has made a considerable improvement in finance as well as a customer boom (John Watson, The Department of Accounting and Finance, The University of Western Australia, 2003).  In the mean time, some other researches have also pointed out the difficulties in the application of TQM.  One of the key factors leading to the success implementation of TMQ is the internal human resources. The literature review has revealed highlights on telecommunication service consumers who have been entitled to choose their own suppliers and laid their faith over the trustworthy one thanks to telecommunication quality brought about by the application of TQM. It is a matter of fact that companies that can gain more customers’ faith would be more profitable.  Thus, the very aim of this study is to investigate the impact of TQM application on business performance, or simply stated, how the application of TQM can influence the internal staff and the company’s partner as well as external customers about the company’s identity, customers’ satisfaction and their loyalty to the company.  Besides, the thesis closely looks into the impact of TQM on the business performance of telecommunication service, especially with a focus on the service quality of ADSL.  In this thesis, a sample model has been developed and suggested by conducting a survey questionnair on 250 employees, among which. 150 Employees are working at  VNPT Nam Dinh and the other 100 Eployees VDC (Viet Nam Data Communication company).

ABSTRACT  i
ACKNOWLEDGEMENTS  iii
Table of Contents  iv
List of Tables  vii
List of Figures  viii
Chapter 1 INTRODUCTION  1
1.1.  Research background:  1
1.2.  Statement of Problem  5
1.3.  Research motive:  5
1.4.  Research purpose:  7
1.5.  Research procedure:  8
Chapter 2 LITERATURE REVIEW  11
2.1 What’s Total Quality Management (TQM).  11
2.2  The role of TQM in Telecommunication service.  13
2.3  Research Model.  17
2.4  Relevant influential factors of  TQM .  17
2.4.1  Leadership  19
2.4.2  Employee participation  21
2.4.3  Process Control and Improvement  24
2.4.4  Service quality.  27
2.4.5  Business performance.  30
Chapter 3 RESEARCH METHOLODOGY  32
3.1  Research Hypotheses and framework.  32
3.1.1 Service quality and Business Performance.  32
3.1.2 Leadership and quality service  32
3.1.3 Employee participation and service quality.  34
3.1.4 Process control, Improvement and service quality.  36
3.1.5 Research Framework.  37
3.2  Questionnair Design Methodology and data analysis methods.  38
3.2.1  Perceptions about TQM  38
Business Performance  38
3.2.2 Perception Service quality.  39
3.2.3  Perception about Business performance  40
3.2.4 Data analysis  41
Chapter 4 DATA ANALYSIS AND RESULT  44
4.1.  Descriptive Statistics  Analysis of sample demographics  44
4.2. Reliability Analysis of Research Variables  45
4.3 Factor Analysis  46
4.4  Regression Analysis  49
4.4.1. Linear Regression Analysis for Business Performance  49
4.4.2.  Linear Regression Analysis for Quality Service  50
Business Performance  51
5.1  Research’s Result  52
5.2  Contributions for research.  53
5.3 Limitation  54
5.4  Future Research Suggestions  55
REFERENCES  57
APPENDIX-2  70
RESEARCH QUESTIONAIRE SERVEY  70

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