Does TQM influence employees' job satisfaction? An empirical case analysis

Abstract Purpose – This paper seeks to examine employees' perceptions of TQM practices and its impact on job satisfaction within a large Malaysian outsourced semiconductor assembly and test (OSAT) organization. Despite extensive research on TQM practices, none examines this scope of investigative study. Therefore, the proposed model was developed with the intention of examining this relationship. Design/methodology/approach – Original research using self‐completed questionnaires, distributed to all staff within this organization, is thoroughly reported. The study sample consisted of 230 employees, resulting in a response rate of 76.6 percent. A questionnaire developed by Wright and Cropanzana was used for ascertaining the level of overall job satisfaction. Data were analyzed by employing correlation and multiple regression analysis. Findings – The results revealed that teamwork, organizational trust, organizational culture and customer focus are positively associated with employees' job satisfaction. It is also found that, where teamwork was perceived as a dominant TQM practice, improvements in job satisfaction levels were significant. Further, the result of the multiple regression analysis supports the proposed model based on the empirically validated soft TQM instruments, which are reliable and valid. Originality/value – The findings make a significant contribution by using a major Malaysian OSAT organization that proves to be useful as an example of a methodology that might be used to track the extent of TQM effects on job satisfaction. A firm could use this instrument to do a pre‐test baseline measurement, and then periodically re‐administer it to identify changes associated with TQM efforts.