Exploring the impact of total quality management on service quality in Dubai’s housing sector: The moderating role of blockchain technology

Mohamad Humaid Al Marri; Ebrahim Soltani

doi:10.24294/jipd.v8i8.6322

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Exploring the impact of total quality management on service quality in Dubai’s housing sector: The moderating role of blockchain technology

Mohamad Humaid Al Marri

Ebrahim Soltani

Journal of Infrastructure Policy and Development 2024, 8(8), 6322; https://doi.org/10.24294/jipd.v8i8.6322

Submitted：09 May 2024

Accepted：07 Jun 2024

Published：21 Aug 2024

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Abstract

This study critically examines the relationship between Total Quality Management (TQM) and Service Quality (SQ) within Dubai’s housing sector, with a specific focus on the moderating influence of blockchain technology (BT) in this relationship. Employing a quantitative approach grounded in a deductive research strategy and positivist epistemology, data were gathered from a sample of industry professionals and subjected to rigorous analysis using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that the deliberate deployment of TQM methodologies leads to significant improvements in SQ metrics, and the catalytic role of BT further enhances these service quality improvements. The study highlights the transformative potential of BT in recalibrating conventional paradigms of service delivery within the housing sector. Specifically, the analysis reveals that BT plays a pivotal moderating role in the relationship between TQM practices and SQ outcomes, thereby enriching our comprehension of the intricate interplay between these constructs. The study concludes by furnishing nuanced insights into the multifaceted dynamics shaping SQ within the housing sector, while also delineating avenues for future inquiry.

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References

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