Total Quality Management and Service Quality Delivery at Ghana Airports Company Limited

Abstract

This study was carried out to assess the effect of Total Quality Management on Service Quality Delivery. A quantitative research approach was employed. The study area was the customer service channel at Kotoka International Airport in Accra. The population was employees and customers of GACL. 221 customers and 103 employees who met the selection criteria participated in the study. Descriptive statistics, Pearson’s correlation test, and Confirmatory Factor Analysis (CFA) were used to present findings through Amos 8. According to the findings, TQM makes a significant positive effect on service quality. Out of the three domains of TQM, asset management and quality assurance make significant positive effect on service quality after controlling for the covariates, with a variance of 47.7% in the regression model. The study reveals that the level of service quality delivered at GACL is satisfactory, with Tangibles being the highest. It also suggests that the level of TQM is appreciably high. However, the level of service quality delivered did not lead to high satisfaction. This implies that, TQM has not been able to eliminate all bottlenecks in service delivery. The practical implication of this finding is that, service quality delivery can be improved by enhancing the effectiveness of asset management, quality assurance, and quality control and service quality dimensions. It provides a basis for improving service quality delivery in GACL and to leapfrog academic debate on the foregoing topic, particularly in terms of potential variables that may confound the relationship between TQM and service quality delivery.