Effects of Dubai quality awards criteria on customer growth: an empirical investigation in the UAE
Purpose: This paper presents the findings of an empirical research on the effects of Dubai Quality Award on customer growth. Despite some research was done on Quality Awards, no prior study has measured the effects of the Dubai Quality Award (DQA) by considering each of the criterion as the a...
| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
Hamdan Bin Mohammed Smart University
2017
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/71486/ http://irep.iium.edu.my/71486/ http://irep.iium.edu.my/71486/7/71486%20Effects%20of%20Dubai%20Quality%20Awards.pdf |
| Summary: | Purpose: This paper presents the findings of
an empirical research on the effects of
Dubai Quality Award on customer growth.
Despite some research was done on Quality
Awards, no prior study has measured the
effects of the Dubai Quality Award (DQA)
by considering each of the criterion as the
antecedents of effects on customer growth in
the UAE.
Design/Methodology/Approach: A
quantitative research design is selected
given its appropriateness toward achieving
the study objectives. The target population
was the organisations that won DQA using
the EFQM framework during the period of
2001 to 2011 (which meets the requirements
of three years after winning the award). A
total of 51 organisations was identified
using the criteria established for the
research. The accessible population with
usable responses for this study was 45 DQA
winning organisations.
Findings: This study found statistically
significant positive relationship between the
DQA criteria and Customer growth.
Recommendations based on the research
findings were also provided for professional
practice and for future research.
Originality/Value: The results of this
empirical study contributed to quality
management theory with the conclusions
derived from the findings that statistically
significant positive relationships exist
between the DQA criteria and customer
growth. |
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