The aim of this study is to examine the relationship between the practices of soft quality
management and hard quality management, and to investigate the direct and indirect effects of
soft and hard quality management on firm performance. The paper proposes several
hypotheses relating to the relationship between soft quality management factors, hard quality
management and performance. To test these hypotheses, the paper uses a sample of 255
electrical and electronics firms from Malaysia as the data source, and structural equation
modeling (SEM) as the statistical tool. The findings show that soft quality management
factors have a positive influence on hard quality management; hard quality management has a
direct effect on performance and soft quality management factors have direct and indirect
effects on performance. Consequently, hard quality management acts as a mediating variable
between soft quality management factors and performance.
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