Illustrating the Development of Quality Management Instrumentation: A Systematic Literature Review

Quality management (QM) of an organization is essential to develop customer loyalty hence organizational sustainability. Studies after studies have been conducted to come up with an enhanced and a more comprehensive instrument to measure the QM. Replicated studies have been done in many different localities and setting to improve the generalizability of a particular instrument. Nevertheless, a more comprehensive and universal instrument is yet to be found. Employing a systematic literature review (SLR) protocol, this paper summarizes several selected instruments. Selection is made based on predetermined criteria, in order to allow a focused analysis. Subsequently, this article illustrates the trend in studies which develop and validate instruments. A table of frequency analysis is also presented which explains the popular dimensions. Finally, this article concludes with opportunities for future research.

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