Total Quality Management practices and work-related outcomes: A case study of higher education institutions in Pakistan

Purpose The purpose of this paper is to explore the impact of Total Quality Management (TQM) practices on the performance of employees working in higher education institutions (HEIs). It also examines the mechanism through which TQM practices affect the performance of employees. Design/methodology/approach Data for the current study were obtained from both public and private sector HEIs of Pakistan. In total, 400 questionnaires were distributed among the administrative and academic staff of 3 universities and 240 usable questionnaires were received. Data were analyzed through regression analysis using SPSS. Findings The results show that the TQM positively and significantly determines employee performance, and the mediating variables of job satisfaction and affective commitment. Both the mediating variables show a mediating role in the TQM/employee performance relationship. Research limitations/implications The study has practical implications for universities’ top management to focus on TQM practices that help in building and enhancing satisfaction, commitment, as well as performance of the employees that could ultimately result in better performance of the universities. Originality/value This research is an addition to the current literature and the first attempt in this area to the best of authors’ knowledge. This study will help in identifying how important and beneficial it would be for the services organizations to implement the TQM practices and identifying the impact of TQM practices on employee’s job performance.