Analysis of the expectations of TQM practice in courier service providers in Kuwait : an empirical study

الملخص EN

This is a preliminary study that aims to investigate the attitude of courier service companies in Kuwait toward the application of total quality management (TQM) approach and its effect on business performance and customer satisfaction.

A questionnaire was designed and implemented using the Mail Preparation Total Quality Management (MPTQM) model.

The questionnaire was particularly customized to match the courier service companies' standards and was distributed to a total of 23 courier service companies in Kuwait, which represent the population size and diversity under investigation.

Results were then analyzed using the Mann-Whitney and Krus-kal-Wallis non-parametric tests.

It was found that the attitude of courier service companies in Kuwait toward the TQM practices neither affect business performance nor customer satisfaction.

This unexpected finding led to further investigation with companies that have participated in the study.

Results may shed light on a new research area that could help provide further insights regarding TQM implementation to different types of industries in Kuwait.