Paper
Effect of Jit and Tqm Strategies on Service Quality and Brand Loyalty
- Authors:
- Tungsheng Kuo; Chun Hsiung Lan; Shuhui Chen; Shih Hsien Lin
- Abstract
- Numerous marketing researchers and practitioners emphasize the importance of the information technology (IT) in service quality. This investigation examines the relationships among information technology, total quality management (TQM) strategy, knowledge management (KM), service quality and brand loyalty, and analyzes the steps that are involved in knowledge management that supports the quality of service in a hospital. The final section of this investigation proposes that managers evaluate and improve service quality and brand loyalty. Relationships among the factors of interest suggest that hospitals are successful in implementing TQM strategy and knowledge management only if they can manage their information technology effectively.
- Keywords
- Information Technology; TQM Strategy; Know-ledge Management; Service Quality; Brand Loyalty
- StartPage
- 319
- EndPage
- 323
- Doi