Relationship with total quality management, service quality and unlimited improvement and business performance: Engineering companies research in Libya

It is significant for an organization to understand the concepts that can drive its business performance in different sectors. In the engineering sector, quality plays a major role in determining the competitive advantage of the company. Therefore, the relationship between service quality, total quality management and unlimited improvement, in addition to their relationships with the performance of the organization is one of the important correlations that can be used in the diagnosis and the creation of business strategies. The aim of this research is to determine the effect of three quality management concepts, total quality management (TQM), service quality (ServQual), and unlimited improvement (UI) on business performance in engineering firms in Libya. For this purpose, data were collected by face-to-face survey method on a total of 392 employees of engineering companies in Libya. In exploratory factor analysis, all items in the scale were loaded with high factors that showed a good correlation between scale items. The results were also confirmed by confirmatory factor analysis, where the model was deemed appropriate. An analysis of normality was performed, which found that not all variables were drawn from a normally distributed population. In the correlational analysis, strong positive relationships were determined between all variables. A path analysis and process macro analysis were performed using Smart PLS 4 to investigate the effects in the model. Path analysis found a positive effect of unlimited improvement on service quality and business performance. It is expected that the research findings will contribute and guide Libyan engineering companies, companies and researchers in different sectors. KEYWORDS: Total Quality Management, Service Quality, Unlimited Improvement, Business Performance, Libya Engineering Firms.