Total Quality Management Practices in the Seaport Service Delivery

Despite the increased attention to the role of TQM practices on port performance, inadequate evidence exists about the importance of each element of TQM practices on seaport service delivery. The purpose of this study is to assess the effect of TQM practices on seaport service delivery based on the Deming’s theory. This study employs a deductive approach to derive empirical evidence from the hypothesized relationships based on the responses of 84 staff of the Dar es Salaam seaport. The SPSS (Version 27) was used to test the significance of conceptualized relationships. The analysis results reveal that customer focus, total employee involvement, integrated business system, and continual improvement have a significant and positive direct effect on seaport service delivery. Accordingly, seaport managers should provide the necessary resources for enhancing the TQM practices. Further research is suggested to undertake a comprehensive study examining the relationships between all TQM practices and seaport service delivery.