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Effects of Dubai quality awards criteria on customer growth: an empirical investigation in the UAE

Hawarna, Shatha and Osman-Gani, AAhad M. (2017) Effects of Dubai quality awards criteria on customer growth: an empirical investigation in the UAE. In: Innovation Arabia 10 Annual Congress 2017, 6th-8th March 2017, Dubai, United Arab Emirates.

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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.

Item Type: Conference or Workshop Item (Invited Papers)
Additional Information: 6160/71486
Uncontrolled Keywords: Total quality management, Quality award, customer’s satisfaction, organizational performance.
Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences
Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User: Professor AAhad Osman-Gani
Date Deposited: 10 Apr 2019 15:59
Last Modified: 10 Apr 2019 15:59
URI: http://irep.iium.edu.my/id/eprint/71486

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