Organizational Culture, level of Total Quality Management implementation and Service Quality in Information Technology Service Organization in Laguna

Frantine Tabat Parreno; Ma. Lindie Dazo Masalinto

doi:10.36948/ijfmr.2026.v08i03.77210

Organizational Culture, level of Total Quality Management implementation and Service Quality in Information Technology Service Organization in Laguna

Author(s)	Mr. Frantine Tabat Parreno, Dr. Ma. Lindie Dazo Masalinto
Country	Philippines
Abstract	The study stems from the growing importance of organizational culture and Total Quality Management (TQM) in ensuring high service quality within Information Technology (IT) service organizations. In today’s highly competitive and technology-driven environment, IT service organizations are expected to deliver efficient, reliable, and customer-centered services to maintain client satisfaction and organizational sustainability. However, many organizations encounter challenges related to inconsistent service delivery, employee engagement, process inefficiencies, and quality assurance, which may be influenced by the prevailing organizational culture and the extent of TQM implementation. Organizational culture plays a vital role in shaping employee behavior, work values, communication patterns, and commitment to quality standards. A positive and supportive organizational culture fosters collaboration, innovation, accountability, and continuous improvement, all of which are essential in service-oriented industries. Total Quality Management serves as a strategic management approach that emphasizes customer satisfaction, continuous process improvement, employee involvement, and leadership commitment toward achieving excellence in service delivery. This study is therefore conducted to determine the relationship between organizational culture, the level of TQM implementation, and service quality in IT service organizations in Laguna. The findings of this research may provide valuable insights for management in developing strategies that strengthen workplace culture, enhance TQM practices, and improve overall service quality, ultimately contributing to organizational performance, customer satisfaction, and long-term competitiveness.
Keywords	Keywords: Organizational Culture, Total Quality Management (TQM), Service Quality, Information Technology Service Organizations, IT Service Industry, Customer Satisfaction, Continuous Improvement, Employee Engagement, Quality Assurance, Organizational Performance, Laguna, Philippines
Field	Business Administration
Published In	Volume 8, Issue 3, May-June 2026
Published On	2026-05-05
DOI	https://doi.org/10.36948/ijfmr.2026.v08i03.77210

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Organizational Culture, level of Total Quality Management implementation and Service Quality in Information Technology Service Organization in Laguna

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