The Effect of Quality Management and Big Data Management on Customer Satisfaction in Korea’s Public Sector

Gye-Soo Kim
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Gye-Soo Kim: Business Department, Semyung University, Jecheon 27136, Korea

Sustainability, 2020, vol. 12, issue 13, 1-13

Abstract: Data-driven decision making is needed in uncertain situations. Total quality management is the source of quality management activities and customer satisfaction. This study is related to the investigation into the application of total quality management based on big data management on the public sector in Korea. We developed a research model for total quality management, and investigated the role of moderating big data management between total quality management leadership and quality management. Moreover, this study has examined the relationships between the practices of the total quality management and using big data, including customer needs and wants. The research model is developed and tested to fit it is with the SEM (Structural Equation Model) analysis using data 250 samples in Korea’s public sector. The survey was conducted between 1 August and 30 August 2019. The results are as follow: Total quality leadership has significantly impacted total quality management. Customer satisfaction was found to be significantly affected by total quality management activities. In addition, the level of big data management has the moderation effect between total quality leadership and total quality management in Korea public sectors. It is necessary to systematically manage data management in a situation where the demand for improvement of public service is gradually increasing online in public sector.

Keywords: total quality management leadership; big data; SEM; moderation effect; customer satisfaction; public sector (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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