THE RELATIONSHIP BETWEEN TOTAL QUALITY MANAGEMENT AND SERVICE QUALITY IN DEPARTMENT OF MUNICIPAL AFFAIRS AND TRANSPORT OF UAE
DOI:
https://doi.org/10.46827/ejmms.v7i1.1182Palabras clave:
Total Quality Management (TQM), Service Quality, Department of Municipal Affairs and Transport QualityResumo
Since 1980, Total Quality Management (TQM) has emerged as a management strategy for providing customers with services that match their needs. In the UAE, the department of municipal affairs and transport will introduce quality measuring tools. TQM establishes quality as the guiding force behind leadership, planning, and design, necessitating the assistance of the eight essential aspects. Thus, TQM would include leaders and managers who have earned quality excellence awards, shown superior performance, delivered superior service, and earned public confidence. In public administration, quality improvement and assessment have resulted in the development and implementation of strategic models. Total quality management originated in the manufacturing industry. TQM and excellence awards are critical in the UAE economy due to the demand for high-quality public services. This is unsurprising, given that service organisations continue to face harsh realities equal to those faced by industrial organisations. This is the fundamental rationale for using service quality models. The phases of service quality management may help improve the efficiency and satisfaction of service delivery while also building a strategic framework for technology integration and innovation. The Department of Municipal Affairs and Transportation is obligated to provide value-added services to its customers and must demonstrate a strong commitment to quality service in order to achieve economic success. JEL: H11; H83; L10
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