Quality Management (TQM, QCC, ISO, Business Excellence etc)

Customer Satisfaction and Service Quality

INTERNATIONAL JOURNALS

1	Arawati Agus, 2005 The Structural Linkages between TQM, Product Quality Performance and Business Performance: Preliminary Empirical Study in Electronics Companies, Singapore Management Review, Vol.27, No. 1, 87-105, First half 2005.
2	Arawati Agus, 2004 TQM As A Focus For Improving Overall Service Performance And Customer Satisfaction: An Empirical Study On A Public Service Sector In Malaysia. Total Quality Management Vol.15, No. 5-6, 615-628, July-August 2004 (UK).
3	Arawati Agus dan Tengku Akbar Tengku Abdullah, 2004 Competitive Advantage and Its Effect to Financial Performance of Malaysian Manufacturing Companies, The Journal of Accounting, Management, and Economics Research Vol. 4, No 1, Feb 2004. 1-13.
4	Arawati Agus 2001 A Linear Structural Modelling of Total Quality Management Practices in Malaysia. Total Quality Management (UK). Vol. 12, No. 5, 2001, 561-573.
5	Arawati Agus & Ridzuan Mohd Sagir 2001. The structural relationships between total quality management, competitive advantage and bottom line financial performance: An empirical study of Malaysian Manufacturing Companies. Total Management journal (UK) Vol. 12, No. 7&8, 2001,1018-1024, Routledge.
6	Arawati Agus & Mokhtar Abdullah. 2000. Total quality practices in manufacturing companies in Malaysia: An exploratory analysis. Total Quality Management (UK): Vol.11, No.8, 2000, 1041-1052, Carfax publishing.
7	Arawati Agus & Mokhtar Abdullah. 2000. Mediating Effect of customer satisfaction on TQM practices and financial performance. Singapore Management Review. 22(2):55-73 (S’pore)
8	Arawati Agus & Za’faran Hassan. 2000. Exploring the relationship between the length of TQM adoption and financial performance: An empirical study in Malaysia. International Journal of Management (UK). Sept. 17(3): 1-10.
9	Arawati Agus, Suresh Kumar & Sharifah Latifah. 2000. The structural impact of TQM on financial performance relative to competitors through customer satisfaction. Total Quality Management (UK) 11(4): 808-819.
10	Suresh Kumar, Arawati Agus & Noreha Hussain. 2000. Cost of Quality: The hidden Cost. Total Quality Management (UK) 11(4): 844-848.
11	Sharifah Latifah, Mokhtar Abdullah & Arawati Agus. 2000. On service improvement capacity index: A case study of the public service sector in Malaysia. Total Quality Management (UK) 11(4-6): 837-843.
12	Arawati Agus. 2000. Reducing the effects of multicollinearity through Principle Component Analysis: A study on TQM practices. Malaysia Management Review. June. 35(1): 43-50.
13	Arawati Agus & Fauzias M. Noor. 1994. Multivariate cointegration test on stock prices in Asean countries and the United States, Japan and Australia. Securities Industry Review. 20(1): 41-47. (S’pore).
14	Aziz A. Hamid, Arawati Agus & Mohd. Ezani M. Hassan. 1991. Computerised materials requirement in manufacturing companies in Malaysia. International Journal of Production Economic. Elsevier. 73-79.

INTERNATIONAL JOURNALS – Under publishing or printing process

15	Arawati Agus, Sunita Baker and Jay Kandampully 2005.  An exploratory study of service quality in the Malaysian public service sector, International Journal of Quality and Reliability Management, VOL.23, ISSUE 7. (Emerald). www.emeraldinsight.com
16	Arawati Agus 2005.  An Empirical Test on TQM in a Public Service Sector, VOL.1, Issue. 1 Journal of Quality Measurement and Analysis (JQMA).

NATIONAL JOURNALS/MARGAZINE

1	Zaafaran Hassan, Arawati Agus, Norazila Mat and Jalilah Ahmad 2002. What Affects Academic Achievements of Business Students in Public Universities in Malaysia, Student Affairs Journal, 2002, UiTM.
2	Arawati Agus and Za’faran Hassan. Disember 2000. TQM Benchmarking for Malaysian Manufacturing Companies: An Exploratory Study. Jurnal Produktiviti: Perbadanan Produktiviti Negara. ISSN: 0127-08223. 1-17
3	Arawati Agus. 2000. Reducing the effects of multicollinearity through Principle Component Analysis: A study on TQM practices. Malaysia Management Review. June. 35(1): 43-50.
4	Lee Tack Chen, Rasidah Mohd. Said, Arawati Agus & Hendon Rezuan. 1994. Modelling premium growth in the Malaysian motor insurance industry. Jurnal Pengurusan. 13: 17-27.
5	Arawati Agus. 1994. Time Management: The effective and efficient usage of time. (Pengurusan masa: Penggunaan masa secara cekap dan berkesan). Isu Pengurusan. 3: 39-48.
6	Arawati Agus & Norjaya Yassin. 1994. Things that can reduce the effectiveness of decision makings (Gejala yang mencacatkan pembuatan keputusan berkumpulan). Dewan Ekonomi (DBP). July: 31-34.
7	Arawati Agus. 1994. Women and Glass Ceilings (Cabaran Wanita dalam menghadapi menara kaca). Dewan Ekonomi. October: 21-22.
8	Arawati Agus & Ridzuan Sagir. 1993. Motivation: Identify the needs of employees. (Motivasi: Mengenalpasti kepentingan  keperluan pekerja). Isu Pengurusan. 2: 69-75.
9	Arawati Agus, Ridzuan Sagir & Zakiah M. Mohamed. 1993. Performance Evaluation (Penilaian prestasi). Isu Pengurusan. 2: 10-18
10	Aziz Abd. Hamid, Mohd. Ezani Hassan & Arawati Agus. 1987/1988. JIT: Case Research in production companies in Malaysia and its distributors. Jurnal Pengurusan. 6&7: 3-19. (Issn 0127-2713).
11	Arawati Agus. 1990. Collective and professional decision makings (Membuat keputusan secara kolektif dan professional). Intisari Dagang. December. January. 6: 46-47.
12	Arawati Agus. 1990. Just-in-Time Production (Amalan konsep pengeluaran Just-In-Time). Intisari Dagang. December. January. 6: 40-42.
13	Arawati Agus. 1989. Organisation Conflict (Konflik Organisasi). Intisari Dagang. December. 5: 49-50.
14	Siti Maimon Kamso, June Poon Meaw Ling & Arawati Agus. 1988. Corporate turnaround in the manufacturing sector of Malaysia. Malaysia Management Review. April. 23(1): 34-48.
15	June Poon & Arawati Agus. 1987. Managing and rewarding the technical professional. The Professional. May. 5(1):  24-27

INTERNATIONAL CONFERENCE/SEMINAR PROCEEDINGS

1	Arawati Agus, 2005, Total Quality Management and Business Performance: An Empirical Study in the Malaysian Electronics and Electrical Industry in Malaysia, 14 th World Business Congress of International Management Development Association (IMDA), 10-14 July 2005, Granada, Spain.
2	Arawati Agus, 2005, Does Implementing Effective TQM Program Improve Internal Process Quality And Product Quality Performance? An Empirical Study On The Electronics And Electrical Industry, 10 th International Conference on ISO 9000 & TQM (10 –ICIT), 28-30 March 2005, Shanghai
3	Arawati Agus and Syed Azizi Wafa, 2005 Enhancing Product Quality Performance In The Electronics And Electrical Industry Through Total Quality Management, The 2nd International AAAB Conference (Padang), 2005
4	Arawati Agus, 2004. The Importance Of Producing Quality Products In Enhancing Business Performance In Electronics And Electrical Companies In Malaysia, International Business Management Conference 2004, UNITEN, 6-7/12/2004, Kuantan
5	Arawati Agus And Norjaya Mohd Yasin. 2004.  TQM And Product Quality Performance: Do They Go Hand In Hand? 18th Annual Conference of the New Zealand Academy of Management ANZAM 2004, 8-11 /12/2004, New Zealand
6	Arawati Agus and Za`faran Hassan, 2004 Improving Overall Customer Satisfaction On Services Rendered Through Total Quality Management (TQM), Academy of International Business 2004 Annual Meeting, Stockholm, Sweden.
7	Arawati Agus and Za`faran Hassan, 2004 An Empirical Study on Business Students in Public Universities in Malaysia 2004 Academy of International Business Southeast Asia Regional Conference: Regional Cooperation, Strategic Alliances, and World Business August 5-7, 2004, Mandarin Oriental, Macau, China.
8	Arawati Agus 2004 An Empirical Survey Relating TQM To Performance & Customer Satisfaction In A Service Sector In Malaysia9-ICIT: TQM BEST PRACTICES, Bangkok, Thailand, April 2004, 137-138
9	Arawati Agus 2004 The Impact of TQM on Overall Performance: An Empirical Evidence from a Service Sector in Malaysia Arawati Agus Seminar Antarabangsa Indonesia, UKM dan Brunei: Asean`s Competitiveness in Economic and Business Toward an Era of Globalization. Bengkulu, Indonesia
10	Arawati Agus 2003. TQM As a Focus for Improving Overall Service Performance and Customer Satisfaction: An Empirical Study on a Public Service Sector in Malaysia. In Proceedings of The 8th World Congress for Total Quality Management: Measuring Organisational Performance in a Global Economy. Dubai, UAE
11	Arawati Agus, Mohd. Ezani Mat Hassan & Mhd. Suhaimi Ahmad 2003. Relationships Between TQM, Production Performance and Bottom Line Results: A Preliminary Model. In Proceedings of Sustainable Economic, Business and Social Development in an Era of Globalization, Hotel Equatorial, Bangi, Malaysia.
12	Arawati Agus & Baharum Abdul Hamid 2002.TQM and Customer Satisfaction: Findings from a Public Service Sector In Malaysia. In Proceedings of The WTO and Global Competition: A New Era for International Business, Shanghai, China
13	Arawati Agus, Norazila Mat, Jalilah Ahmad & Zafaran Hassan 2002. The Influences of Positive Learning Attitudes, Past Achievements and Families Backgrounds toward Academic Achievements of Business Students in Public Universities in Malaysia. In Proceedings of The WTO and Global Competition: A New Era for International Business, Shanghai,China
14	Arawati Agus & Tengku Akbar Tengku Abdullah 2002 .The importance of creating or sustaining competitive advantage in manufacturing companies in Malaysia. In Proceedings of The Pan-Pacific Conference XIX: E-Globalization and The Pacific Age, anjuran Univ of Nebraska-Lincoln, May 29-31, 2002, Bangkok, Thailand.
15	Zafaran Hassan & Arawati Agus 2002. Strategy Development amongst Small and Medium Business: An Analysis. In Proceedings of The SMEs in a global economy: Sustaining SME Innovation, Competitiveness and Development in the Global Economy, Wollongong, Australia
16	Arawati Agus & Zafaran Hassan 2002.Correlation and regression analyses to evaluate relationships between TQM practices and service performance. In Proceedings of The 7th World Congress for Total Quality Management: Business Excellence, Make it happen. Verona Italy.
17	Arawati Agus & Noor Azuan Hashim 2002.An Empirical Study on Factors Contributing To Academic Achievements of Business Students in Public Universities In Malaysia In Proceedings of The International Conference on University and Teaching (InCULT) 2002, Shah Alam, Malaysia
18	Arawati Agus & Zafir Khan bin Mohamed Makhbul 2002.An Empirical Study on Academic Achievement of Business Students in Pursuing Higher Education: An Emphasis on the influence of Family Backgrounds. In Proceedings of The International Conference on the Challenge of Learning and Teaching in a Brave New World: Issues and Oppurtunities in Borderless Education, Thailand
19	Arawati Agus, Norazila Mat, Jalilah Ahmad & Md. Daud Ismail 2002.Academic Excellence of Business students in Public Universities in Malaysia: A glance at the influences of past achievements. In Proceedings of The Business Management Conference: Issues & Challenges in the K-Economy: Towards Building World Class Entrepneurs, Uniten, Bangi, Malaysia
20	Arawati Agus & Za'faran Hassan 2001.Challenges of Globalization: A study on the internationalisation strategies of Malaysian SMEs industries. In Proceedings of The International Conference for south East Asia (AIBSEAR) 2001 BUSINESS alliance for Knowledge and Development: inter-firm, inter-sectoral and cross-cultural challenges in the Asia Pacific. University of Wollongong (Australia) and Universitas Indonesia, Jakarta, 4-6 July, 2001.
21	Arawati Agus & Za'faran Hassan 2001.  The impact of TQM on market and business performance: Findings From Malaysian Manufacturing Companies In Proceedings of The International Conference for South East Asia (AIBSEAR) 2001, University of Wollongong (Australia) and Universitas Indonesia, Jakarta, 4-6 July, 2001.
22	Arawati Agus & Za'faran Hassan 2001. Enhancing Competitive Advantage through TQM: An Empirical Study of Malaysian Manufacturing Companies In Proceedings of The International Conference: The Fourth Asian Academy of Management Conference, Johor.
23	Arawati Agus & Ridzuan Mohd Sagir 2001. The Structural relationships between TQM, Competitive Advantage and bottom line financial performance In Proceedings of The 6TH World Congress for Total Quality management: Business Excellence, St. Petersburg, Rusia
24	Arawati Agus, Mokhtar Abdullah & Sharifah Latifah. 2000. A Canonical Correlation between TQM Practices and Financial Performance. Presented in International Conference on mathematics & its application in the new millennium. UPM., Malaysia 18-21 July 2000.
25	Arawati Agus & Za’faran Hassan.2000. The improvement of quality and produktiviti through TQM: A LISREL analysis. (Peningkatan Kualiti dan produktiviti melalui TQM: Satu analisis LISREL). Presented in Konperensi Matematika. Bandung Indonesia. 18-20 July 2000.
26	Arawati Agus & Za’faran Hassan.2000. Ethical Values in Business: A study on Malaysian Small and Medium Enterprise. Presented in Seminar SMEs in a Global Economy Conference. Wollongong, Australia. 16-17 June 2000.
27	Arawati Agus, Suresh Kumar & Sharifah Latifah. 2000. The structural Impact of TQM on Financial Performance Relative to Competitors Through Customer Satisfaction. Presented in Seminar The 5th World Congress on TQM. Sheffield, UK. 26-27 June 2000.
28	Arawati Agus & Za’faran Hassan. 1999. Correlates of Managerial Innovativeness:  A Case Study On Middle Level Managers in Financial Service Organization Presented in seminar 7th Tun Abdul Razak International Conference. Penang.2-4 December 1999: 491-506.
29	Arawati Agus & Za’faran Hassan. 1999. The Impact Of Differentiation Strategies On The Enhancement of Customer Satisfaction: A study of Malaysian Manufacturing Companies. Presented in seminar 7th Tun Abdul Razak International Conference. Penang.2-4 December 1999: 361-373.
30	Arawati Agus. 1999. The importance of training and top management commitment in TQM practice. (Kepentingan latihan dan komitmen pengurusan atasan dalam amalan pengurusan kualiti menyeluruh (TQM)). Presented in seminar International Conference on Teaching and learning. UKM & UNESCO. 24-25 November 1999.
31	Arawati Agus. 2000. Customer satisfaction, sales growth and market share: Findings from Malaysian manufacturing companies. Presented in Seminar Pengurusan Alaf Baru. Equatorial, Bangi. 17 Aug 2000. UKM, Malaysia
32	Arawati Agus & Za’faran Hassan. 1999. Competitive Advantage and Financial Performance Linkage: A Study on Its Relationship Amongst Malaysia Manufacturing Companies. Presented in seminar UNITEN Business Management Conference. UNITEN, Bangi. 13-14 September: 303-314. Malaysia
33	Arawati Agus & Za’faran Hassan. 1999. Benchmarking Critical Factors of TQM Practices in Manufacturing Companies in Malaysia. Presented in seminar Second International Malaysian Studies Conference. UM, KL. 2-4 Aug:10 pg.
34	Arawati Agus & Darinah Ahmad. 1996. The characteristics of the total quality practices for the medium and large-sized manufacturing companies in Malaysia. Presented in International Seminar: Isu-isu Globalisasi dalam ekonomi dan pengurusan. UKM. 11-12 November 1996: 39-49.
35	Fauzias Mat Noor & Arawati Agus. 1995. Cointegration Based Test of Asean Market Efficiency. Presented in seminar Business Dynamics and management Challenges in East Asia. Brunei. 24-25 November 1995: 1-3.
36	Ridzuan Sagir & Arawati Agus. 1995. Direct Profile Industry. Presented in International Conference: North Amerian Case Research Association Annual Meeting. Orlando, Florida. 7-9 November 1995: 27.
37	Wook Endut & Arawati Agus. 1995.  The Impact of IMT-GT on the Malaysian Labor Market: Problem And Solution. Presented in seminar Antarabangsa Kerjasama antara Syiah Kuala, F.E & FPP. Syiah Kuala. 30-31 Aug: 15 pg.
38	Arawati Agus. 1995. Quality Circle: Does it work in Malaysia. Presented in seminar Antarabangsa Kerjasama antara Syiah Kuala, F.E & FPP. Syiah Kuala. 30-31 Aug: 12 pg.
39	Ridzuan Sagir, Nordin Muhammad & Arawati Agus. 1995. Teaching Note: Excellent Performance Company Limited. Presented in First Conference On Case Method & Research On Asian Business Management. Hong Kong. 17-19 Aug: 31-33.
40	Ridzuan Sagir, Nordin Muhammad & Arawati Agus. 1995. Excellent Performance Company Limited. Presented in First Conference On Case Method & Research On Asian Business Management. Hong Kong. 17-19 Aug: 111-120.
41	Lee Tack Chen & Arawati Agus. 1994. Yield management in hotel industry (Pengurusan Kadar Hasil Industri Perhotelan). Presented in seminar Antarabangsa Prospek dan Cabaran Ekonomi Pengurusan Dalam Pembangunan Industri Abad ke 21. Syiah Kuala: 25-26 July 1994: 80-85.
42	Arawati Agus. 1994. The mission and role of top management in developing quality culture in an organisation (Misi dan peranan pengurusan dalam membentuk budaya kualiti dalam organisasi). Presented in seminar Antarabangsa Prospek dan Cabaran Ekonomi Pengurusan Dalam Pembangunan Industri Abad ke 21. Syiah Kuala: 25-26 July 1994: 381-389.
43	Zakiah M. Mohammed, Azlina Ahmad & Arawati Agus. 1993. Preliminary research on audit service market in Malaysia. (Kajian Awal Terhadap Pasaran Servis Audit di Malaysia). Presented in seminar Ekonomi dan Management Indonesia-Malaysia. Banda Acheh. 5-6 June 1993: 1-13.
44	Khalijah Ahmad, Arawati Agus & Zakiah M. Mohammed. 1993. Transfer of Technology in Malaysian Companies. (Pemindahan Teknologi Luar Dalam Syarikat-syarikat Di Malaysia). Presented in seminar Ekonomi dan Management Indonesia-Malaysia. Banda Acheh. 5-6 June 1993.
45	Lee Tack Chen, Hendon Redzuan, Arawati Agus & Rasidah Mohd. Said. 1993. Developing Premium Growth model for motor insurans in Malaysia (Pembentukan Model Pertumbuhan Premium bagi Insurans Motor Di Malaysia). Presented in seminar Ekonomi dan Management  Indonesia-Malaysia. Banda Acheh. 5-6 June 1993: 1-19.
46	Arawati Agus, Rasidah Mohd. Said, Hendon Redzuan & Lee Tack Chen. 1993. Financial Performance of 10 insurance motor companies in Malaysia. (Prestasi Kewangan 10 Syarikat Pengeluar Insurans Motor Utama di Malaysia).   Presented in seminar Ekonomi dan Management Indonesia-Malaysia. Banda Acheh. 5-6 June 1993: 1-17.
47	Aziz Abdul Hamid & Arawati Agus. 1990. Material Requirement Planning in Malaysia manufacturing companies (Perancangan Keperluan Bahan (MRP) Dalam Syarikat di Malaysia). Presented in seminar Pembangunan Ekonomi Negara Berkembang. Medan, Sumatera. 30 November-1 December 1990: 1-8