摘要：This study is primarily focused on the effect of total quality management (TQM) on organization
performance of Small and Medium Enterprises (SMEs) service sector in Selangor, Malaysia. The
four critical elements of TQM; namely customer focus (X1), continuous improvement (X2), strategically
based (X3), and total employee involvement (X4) are used as an important factors influencing
on organization performance (Y). The necessary data are collected from 350 managers/owners
of service sector SMEs in Selangor, Malaysia using some questionnaire. Multiple linear regression
analysis is performed in this study by using SPSS 23. All hypotheses are positively fit with the
conceptual model and show a positive impact of TQM on organization performance. The research
finding indicate that TQM elements; namely customer focus, continuous improvement, strategically
based, and total employee involvement have a positive and significant effects on organization
performance.
