Developing enterprise resource planning through total quality management to improve quality performance of Malaysia's maritime freight forwarding

Ong, Kim Soon (2019) Developing enterprise resource planning through total quality management to improve quality performance of Malaysia's maritime freight forwarding. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Maritime support services are one of the most important sector in Malaysia ensuring the growth trade volume stability and enhance competitiveness as a trading nation globally. Maritime support services are managed by maritime freight forwarders as they responsible for every services in facilitating the maritime sector and provide wideranging services from handling and shipping goods to specific destination. Therefore, the solution of ERP and TQM is needed in maritime freight forwarding sectors because ERP and TQM able to overcome the dwell times and certain issues in management of freight forwarding sectors are facing. The purpose of this research is to investigate the relationship between ERP and quality performance of maritime freight forwarding with the presence of TQM. The research was conducted in SFFLA through questionnaires to find out the effect of ERP and TQM towards quality performance. There were total of 184 respondents who responded the questionnaires with different gender, nationality, age, department, working experience, educational level, understanding of ERP and TQM. The data collected were analysed using descriptive analysis with SmartPLS as analysis tools. Based on data analysis, it is discovered the positive relationship between ERP and quality performance with presence ofTQM. In addition, the relationship between ERP as independent variable and TQM as mediation variable shows positive relationship. In summary, the quality performance of maritime freight forwarding can enhance the maritime sectors to improve better and achieve Malaysia's vision with the help of ERP and TQM.

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