Path Analysis of the Effect of Supply Chain Management and Total Quality Management on Improving Employees Services Quality

This study was done to integrate Total Quality Management (TQM) and Supply Chain Management (SCM) in a unified framework to study improving the employee service quality of rural cooperative companies and obtaining an important tool for competition in future management. All employees of rural cooperative companies of Tehran Province were selected as a statistical population (N= ۵۰۰). The stratified sampling method (n= ۲۱۷) was used. To collect information, the questionnaire for SCM and TQM was developed based on an extensive literature review, and its reliability and validity was verified by experts, pilot test, and various statistical techniques. According to the proposed conceptual framework, the direct and indirect impact of the variables was investigated by the Path Analysis in the LISREL software. The results showed that there was a positive significant relationship between dimensions of SCM and TQM. The results of path analysis show the direct impact of all aspects of TQM on internal integration and the effect of “support and leadership of the top management of the organization”, “strategic planning”, and “customer focus”. Also, based on the research results, the management support and “support and leadership of the top management of the organization”, strategic planning, and customer focus have an indirect effect on internal integration. Overall, our findings reveal that building SCM and TQM by strengthening the effect of each other is an effective way to achieve services quality among the employees of rural cooperatives in Tehran Province.

کلیدواژه ها:

Internal integration ، Quality strategy ، Rural cooperative companies.