Managerial Recommendations Improving the Competitive Capability of Firms Based on Total Quality Management during Covid-19 Pandemic

Ha Van Son, Nguyen Van Trai, Phan Thanh Tam


In 2021, the COVID-19 epidemic affected many aspects of the provinces' socio-economic fields, especially deeply affecting businesses at enterprises. The task of ensuring social security continues with the management agencies, who need appropriate solutions and support policies to encourage and help enterprises return to production and trade after the quarantine society quickly. The basis for management theory has contributed to improving the competitive capability based on improving Total Quality Management (TQM), such as the "just in time" system. TQM aims to enhance the quality of products and satisfy customers to the best extent possible. The distinguishing feature of TQM from previous quality management methods is that it provides a comprehensive system for managing and improving all aspects related to quality and involves the participation of the public, every department, and every individual to achieve the set quality goals. The article's novelty identifies factors influencing total quality management and competitive capability of firms in Vietnam with one percent significance. Methods: The authors surveyed 650 managers at many enterprises in Vietnam. And the authors used a convenient sampling method. SPSS tools processed 589 samples to measure Cronbach's alpha, exploratory factor analysis (EFA), confirmation factor analysis (CFA), and test structural equation modeling (SEM). The authors proposed several recommendations to enhance the total quality management and competitive capability of firms.


Doi: 10.28991/ESJ-2022-06-03-010

Full Text: PDF


Total Quality Management; Covid-19 Pandemic; Enterprises; Competitive; Capability.


Analoui, F., & Karami, A. (2003). Strategic Management in Small and Medium Enterprises. Cengage Learning EMEA, London, United Kingdom.

Jimoh, R., Oyewobi, L., Isa, R., & Waziri, I. (2019). Total quality management practices and organizational performance: the mediating roles of strategies for continuous improvement. International Journal of Construction Management, 19(2), 162–177. doi:10.1080/15623599.2017.1411456.

Ahmed, S., Abd Manaf, N. H., & Islam, R. (2018). Measuring Lean Six Sigma and quality performance for healthcare organizations. International Journal of Quality and Service Sciences, 10(3), 267–278. doi:10.1108/ijqss-09-2017-0076.

Kull, T. J., & Wacker, J. G. (2010). Quality management effectiveness in Asia: The influence of culture. Journal of Operations Management, 28(3), 223–239. doi:10.1016/j.jom.2009.11.003.

Haffar, M., Al-Karaghouli, W., Irani, Z., Djebarni, R., & Gbadamosi, G. (2019). The influence of individual readiness for change dimensions on quality management implementation in Algerian manufacturing organizations. International Journal of Production Economics, 207, 247–260. doi:10.1016/j.ijpe.2016.08.024.

Othman, B., Khatab, J. J., Esmaeel, E. S., Mustafa, H. A., & Sadq, Z. M. (2020). The Influence of Total Quality Management on Competitive Advantage towards Bank Organizations: Evidence from Erbil/Iraq. International Journal of Psychosocial Rehabilitation, 24(5), 3427-3439. doi:10.37200/ijpr/v24i5/pr202053.

Li, D., Zhao, Y., Zhang, L., Chen, X., & Cao, C. (2018). Impact of quality management on green innovation. Journal of Cleaner Production, 170, 462–470. doi:10.1016/j.jclepro.2017.09.158.

Anil, A. P., & Satish, K. P. (2019). Enhancing customer satisfaction through total quality management practices–an empirical examination. Total Quality Management and Business Excellence, 30(13–14), 1528–1548. doi:10.1080/14783363.2017.1378572.

Andriamahery, A., & Qamruzzaman, M. (2022). Do Access to Finance, Technical Know-How, and Financial Literacy Offer Women Empowerment through Women’s Entrepreneurial Development? Frontiers in Psychology, 12. doi:10.3389/fpsyg.2021.776844.

Makanyeza, C., & Dzvuke, G. (2015). The influence of innovation on the performance of small and medium enterprises in Zimbabwe. Journal of African Business, 16(1–2), 198–214. doi:10.1080/15228916.2015.1061406.

Elkhani, N., & Bakri, A. (2016). Review on "expectancy Disconfirmation theory" (EDT) model in B2C e-commerce. Journal of Information Systems Research & Innovation, 2(12), 95–102.

Gijo, E. V., Bhat, S., Antony, J., & Park, S. H. (2021). Ten commandments for successful implementation of Design for Six Sigma. TQM Journal, 33(8), 1666–1682. doi:10.1108/TQM-01-2021-0014.

Zainudin, R., Ahmad Mahdzan, N. S., & Leong, E. S. (2018). Firm-specific internal determinants of profitability performance: an exploratory study of selected life insurance firms in Asia. Journal of Asia Business Studies, 12(4), 533–550. doi:10.1108/JABS-09-2016-0129.

Swanson, E., Kim, S., Lee, S.-M., Yang, J.-J., & Lee, Y.-K. (2020). The effect of leader competencies on knowledge sharing and job performance: Social capital theory. Journal of Hospitality and Tourism Management, 42, 88–96. doi:10.1016/j.jhtm.2019.11.004.

Abbas, J. (2020). Impact of total quality management on corporate sustainability through the mediating effect of knowledge management. Journal of Cleaner Production, 244, 118806. doi:10.1016/j.jclepro.2019.118806.

Doran, J., McCarthy, N., & O’Connor, M. (2018). The role of entrepreneurship in stimulating economic growth in developed and developing countries. Cogent Economics & Finance, 6(1), 1442093. doi:10.1080/23322039.2018.1442093.

Wang, Y. J., Hernandez, M. D., & Minor, M. S. (2010). Web aesthetics effects on perceived online service quality and satisfaction in an e-tail environment: The moderating role of purchase task. Journal of Business Research, 63(9–10), 935–942. doi:10.1016/j.jbusres.2009.01.016.

Hemalatha, M., Chandra Mohan, V., & Mohamed Jasim, K. (2013). The antecedents of marketing success of women entrepreneurs. International Journal of Business Innovation and Research, 7(6), 637–662. doi:10.1504/IJBIR.2013.056808.

Benavides-Velasco, C. A., Quintana-García, C., & Marchante-Lara, M. (2014). Total quality management, corporate social responsibility and performance in the hotel industry. International Journal of Hospitality Management, 41(1), 77–87. doi:10.1016/j.ijhm.2014.05.003.

Hsiao, C. H., Chang, J. J., & Tang, K. Y. (2016). Exploring the influential factors in continuance usage of mobile social Apps: Satisfaction, habit, and customer value perspectives. Telematics and Informatics, 33(2), 342–355. doi:10.1016/j.tele.2015.08.014.

Torres, E. N. (2014). Deconstructing Service Quality and Customer Satisfaction: Challenges and Directions for Future Research. Journal of Hospitality Marketing and Management, 23(6), 652–677. doi:10.1080/19368623.2014.846839.

Ogiemwonyi, O., Harun, A., Rahman, A., Alam, M. N., & Hamawandy, N. M. (2020). The relationship between service quality dimensions and customer satisfaction towards hypermarket in Malaysia. International Journal of Psychosocial Rehabilitation, 24(5), 2062-2071. doi:10.37200/ijpr/v24i5/pr201904.

Ogiemwonyi, O., Harun, A., Rahman, A., Hamawandy, N. M., Alam, M. N., & Jalal, F. B. (2020). Examining the impact of service quality dimensions on customer loyalty towards hypermarket retailing: A case study of Malaysia. International Journal of Psychosocial Rehabilitation, 24(04). doi:10.37200/ijpr/v24i4/pr2020737.

Suwandej, N. (2015). Factors Influencing Total Quality Management. Procedia - Social and Behavioral Sciences, 197(25), 2215–2222. doi:10.1016/j.sbspro.2015.07.361.

Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414. doi:10.1016/j.ijhm.2019.102414.

Sila, I., & Walczak, S. (2017). Universal versus contextual effects on TQM: a triangulation study using neural networks. Production Planning and Control, 28(5), 367–386. doi:10.1080/09537287.2017.1296598.

Wang, J., & Dai, J. (2018). Sustainable supply chain management practices and performance. Industrial Management & Data Systems, 118(1), 2–21. doi:10.1108/imds-12-2016-0540.

Antunes, M. G., Mucharreira, P. R., Texeira Fernandes Justino, M. D. R., & Teixera-Quirós, J. (2020). Total quality management and quality certification on services corporations. International Journal for Quality Research, (14), 847-864. doi:10.24874/IJQR14.03-13.

Othman, B. J., Hamawandy, N. M., Aziz, H. T., Ali, R. M., Khoshnaw, R. T., Majid, A. A., & Ogiemwonyi, O. (2020). Interpret and Apply Economic Analysis to The Role of International Business Organizations and Their Activities: A Case study of Adelia. Solid State Technology, 63(5), 4525–4533.

Othman, M. R. (2021). The Sustainability Stimulus of Malaysian Seaport Cluster toward Competitive Vigilance: The Total Quality Management (TQM) Approach. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(3), 1636-1646. doi:10.17762/turcomat.v12i3.983.

Sadikoglu, E., & Olcay, H. (2014). The effects of total quality management practices on performance and the reasons of and the barriers to TQM practices in turkey. Advances in Decision Sciences, 2014. doi:10.1155/2014/537605.

Sadikoglu, E., & Zehir, C. (2010). Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: An empirical study of Turkish firms. International Journal of Production Economics, 127(1), 13–26. doi:10.1016/j.ijpe.2010.02.013.

Ang, Y. S., Lee, V. H., Tan, B. I., & Chong, A. Y. L. (2011). The impact of TQM practices on learning organisation and customer orientation: a survey of small service organisations in Malaysia. International Journal of Services, Economics and Management, 3(1), 62-77. doi:10.1504/IJSEM.2011.037178.

Sindhwani, R., & Malhotra, V. (2018). An integrated approach for implementation of agile manufacturing system in an Indian manufacturing industry. Benchmarking: An International Journal, 25(4), 1106–1120. doi:10.1108/bij-01-2017-0017.

Shokri, A., Antony, J., Garza-Reyes, J. A., & Upton, M. (2020). Scoping review of the readiness for sustainable implementation of Lean Six Sigma projects in the manufacturing sector. International Journal of Quality and Reliability Management, 38(8), 1747–1770. doi:10.1108/IJQRM-08-2020-0261.

Hair, J. F., Black W. C., Babin, B. J., & Anderson, R., E. (2009). Multivariate Data Analysis. 7th Edition, Pearson, London, United Kingdom.

Sciarelli, M., Gheith, M. H., & Tani, M. (2020). The relationship between quality management practices, organizational innovation, and technical innovation in higher education. Quality Assurance in Education, 28(3), 137–150. doi:10.1108/QAE-10-2019-0102.

Ukab, M. M. (2021). Total quality management practices to enhance organizational performance by competitive advantage as mediating in SMEs in Iraq. Psychology and Education Journal, 58(2), 5471–5481. doi:10.17762/pae.v58i2.2961.

Kim, D. Y., Kumar, V., & Kumar, U. (2012). Relationship between quality management practices and innovation. Journal of Operations Management, 30(4), 295–315. doi:10.1016/j.jom.2012.02.003.

Ahmedova, S. (2015). Factors for Increasing the Competitiveness of Small and Medium- Sized Enterprises (SMEs) in Bulgaria. Procedia - Social and Behavioral Sciences, 195, 1104–1112. doi:10.1016/j.sbspro.2015.06.155.

Bon, A. T., & Mustafa, E. M. (2013). Impact of total quality management on innovation in service organizations: Literature review and new conceptual framework. Procedia Engineering, 53, 516-529. doi:10.1016/j.proeng.2013.02.067.

Al-Qudah, K. A. (2012). The impact of total quality management on competitive advantage of pharmaceutical manufacturing companies in Jordan. Perspectives of Innovations, Economics and Business, PIEB, 12(3), 59-75. doi:10.15208/pieb.2012.17.

Ali, G. A., Hilman, H., & Gorondutse, A. H. (2020). Effect of entrepreneurial orientation, market orientation and total quality management on performance: Evidence from Saudi SMEs. Benchmarking: An International Journal, Vol. 27 No. 4, pp. 1503-1531. doi:10.1108/BIJ-08-2019-0391.

Soares, A., Soltani, E., & Liao, Y.-Y. (2017). The influence of supply chain quality management practices on quality performance: an empirical investigation. Supply Chain Management: An International Journal, 22(2), 122–144. doi:10.1108/scm-08-2016-0286.

Full Text: PDF

DOI: 10.28991/ESJ-2022-06-03-010


  • There are currently no refbacks.

Copyright (c) 2022 Tam Thanh Phan