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심남용(Nam Yong Shim),이상철(Sang Cheol Lee) 한국산업경영시스템학회 2015 한국산업경영시스템학회지 Vol.38 No.4
Quality management system is a systematic quality improvement approach for firm-wide management for the purpose of improv-ing performance in terms of quality, productivity, organizational characteristics, customer satisfaction, and firm's profitability. Recently, many researchers have examined the relationship between quality management system and firm's performance. The conclusion from these studies is that effective implementation of quality management system improves firm's performance. This paper extends the existing research on quality management system and firm's performance by examining how the impact of quality management system on firm's performance is moderated by organizational characteristics and customer satisfaction. The paper is organized as follows. Section 1 introduces the necessity and purpose of the research. Section 2 reviews quality management system and summarizes the results of previous studies. Section 3 present the proposed research model, the hypotheses related to the relationship between quality management system and firm's performance. Section 4 provides results from the data analysis. Section 5 presents discussions, results, further implications, and research limitations. An extensive literature research was designed to identify and retrieve empirical studies relevent to develop the hypotheses. The objectives of this study identify the factors of quality management system on business performance. The results are as follows: First, The management responsibility, resource management and product realization influenced significantly on financial performance. The management responsibility and product realization influenced significantly on non-financial performance. Second, the research showed a fact that organizational character-istics and customer satisfaction effect as a moderated between quality management system and business performance. The im-plications of our results are that organizational characteristics and customer satisfaction moderate the firm's performance.
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