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Total quality management as a strategy for enhancing competitive advantage in the courier services sector in Harare metropolitan province

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dc.contributor.author Bhebhe, Thomas
dc.contributor.author Mwendera, Rumbidzai
dc.contributor.author Sifile, Obert
dc.date.accessioned 2023-07-12T08:03:35Z
dc.date.available 2023-07-12T08:03:35Z
dc.date.issued 2019-02
dc.identifier.citation Bhebhe Thomas ,Rumbidzai Mwendera and Sifile Obert.(2019)Total quality management as a strategy for enhancing competitive advantage in the courier services sector in Harare metropolitan province, en_US
dc.identifier.issn 2455-9229
dc.identifier.uri https://ir.cut.ac.zw:8080/xmlui/handle/123456789/351
dc.description.abstract This study sought to assess the effect iveness of Total Quality Management and its impact on performance within the Zimbabwean courier services sector . The mixed research approach was used to gather both qualitative and quantitative data. Out of a sample of 2 2 0 respondents drawn from four courier service companies, the findings r eveal ed that c ourier firms in Harare consider TQM a s a cost which is difficult to implement given their financial constrain t s , but they are aware of its importance in achieving competitive advantage . The study also found out that insufficient resources, lack of management commitment, lack of appropriate tr aining and poor planning are the barriers to implementing TQM in the courier services sector . The study concluded that there is a positive relationship between implementation of TQM and company performance. It was recommended that in order to improve perfo rmance and increase viability and impact, courier services companies should fully adopt TQM including its SERVQUAL Model as a way of attaining competitive advantage . It was further recommended that courier services companies should address the barriers tha t hinder the adoption of TQM in order to succeed in producing superior goods and services en_US
dc.language.iso en en_US
dc.publisher IJRDO en_US
dc.subject TQM en_US
dc.subject Total Quality Management en_US
dc.subject Quality en_US
dc.subject Service Quality en_US
dc.subject Service Assurance en_US
dc.title Total quality management as a strategy for enhancing competitive advantage in the courier services sector in Harare metropolitan province en_US
dc.type Article en_US


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