THE TOTAL QUALITY MANAGEMENT (TQM) MODEL:THE MEDIATING ROLE OF ORGANISATIONAL LEARNING AND QUALITY IMPROVEMENT ON THAI E-GOVERNMENT PERFORMANCE

5 September 2016, 11:13 pm

By Wasan Sakulkijkarn
Graduate School of Public Administration National Institute of Development Administration, 2014

Inno TQM

The purpose of this dissertation aims to investigate the relations of total quality management, organisational learning, quality improvement and organisational performance. The objectives of this study are: first, determining the relationships between total quality management, organisational learning, quality improvement and organisational performance within Thai e-Government context; second, examining if organisational learning and quality improvement foster organisational performance play a mediating role between total quality management and organisational performance within Thai e-Government context; finally, testing a proposed model to explain the relationships among total quality management, organisational learning,quality improvement and organisational performance through an empirical examination. The populations used for this study are Thai e-Government organisations.The opinion survey is made for high-ranking officer as chief executive at the rate of one officer per one organisation and public officials have also been targeted and treated to accommodate a comparative analysis. The rate of response and applicability on 283 organisations surveyed is 71.3%. The quantitative analysis included reliability tests of questionnaire by Cronbach’s alpha coefficient, both descriptive and inferential statistics, Person Correlation to find the correlation of factors variables, multiple regression and path analysis to find the equation model, and structural equation modeling (SEM), AMOS 18 to identifying the model. Moreover, in order to support

the study output which is done quantitatively and qualitatively, the in-depth interview has thus been applied as a tool to explain the details of study output by which relevant and non-relevant factors pertaining to total quality management, organisational learning, quality improvement and organisational performance have been listed out and analyzed by Atlas-ti software. Interviewed specialist targets are divided into 5 groups, namely 1) governmental agency, 2) autonomous organisation 3) public organisation 4) state enterprises and 5) organisation controlled by the ministry.
In the multi-group analysis, researcher compared the path coefficients between two targeted groups by using t-value over 1.96. The tested model, indicated a slightly good fit between the data and the model (χ2/df=1.782; CFI=.971; GFI=.912; and RMSEA=.042). In order to test whether the total quality management with a mediating role of organisational learning and quality improvement on organisational performance, the result indicates that position level does show significant no differences at a mediating level in the relationship between variables, but do indicate no significant between organisational learning and organisational performance both public executive and official. It is concluded that the relationship between total quality management, organisational learning and quality improvement on organisational performance are significant for public executive and official but not significant only between organisational learning and organisational performance.

 The result from path analysis showed that total quality management has direct effect to organisational learning, quality improvement and organisational performance. On the other side, organisational learning does not have direct effects on organisational performance but has indirect effect through quality improvement. Besides, total quality management has indirect effect to organisational performance through quality improvement and total quality management has indirect effect to quality improvement through organisational learning as developed these relationships have causal relationship among variables. Focus on these variables means Thai e-Government organisations can improve their performance outcome significantly. 

Moreover, through study, it is found that this research provides a basic view for guidelines and frameworks that address the fitting Thai e-Government’s effective model. It also gives impetus for proposed model that enable Thai e-Government’s planning, design, and implementation through reviewing total quality management, organisational learning, quality improvement and organisational performance. By analyzing concepts and theoretical framework in these issues may give the broader context of structural initiatives for Thai e-Government development and the recommendations for further studies of Thai e-Government in public administration. The issues of public administration raised by Thai e-Government such as administrative interface, digital administration, and virtual organisation, need to be analyzed systematically and further studied especially in the digital era of 2000s. Public Administration in 21st century will be an electronic, digital and virtual world for the scholars and practitioners in this field