Discusses the potential of applying management support systems (MSS) in quality management in a service context and suggests a viable research direction. Describes a research framework using the critical success factor (CSF) analysis to identify factors critical to the success of service quality...

Most quality management researchers make inadequate use of statistical techniques, especially multivariate statistical methods. Applies two multivariate analysis techniques, principal component analysis (PCA) and correspondence analysis (CA), to analyse potential barriers to total quality...