The purpose of this paper is to investigate how quality culture influences the relationship between total quality management (TQM) and secondary school students’ perceived service quality (PSQ).,The authors underpin research to analyse the effect of quality culture and TQM practices on PSQ. The sample included questionnaires completed by 268 teachers and 559 students from 56 secondary schools in the Murcia Region (Spain). The proposed model comprises an exogenous construct (quality culture) and three endogenous ones (two constructs represent the TQM model’s infrastructure practices and core practices, whereas one represents PSQ), and specifies the relations among them. The authors used the variance-based structural equation modeling technique and the partial least squares estimation method to test the hypotheses.,Its empirical analysis reveals that the quality culture influences the effectiveness of QM practices by suggesting a significant strong effect on infrastructure and core quality practices. In turn, the analysis reveals that these two QM aspects differently have an impact on PSQ. Finally, the mediation analysis results reveal the indirect significant impact of the quality culture on PSQ through the mediator effect of QM practices.,The main contribution of this work is to theoretically explain and empirically prove some mechanisms by which education centers can develop and implement a total quality initiative. The findings provide ideas for management teams about how to personalize TQM practices to achieve optimum performance outcomes.

中文翻译：

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文化对质量管理实践的影响及其对中学生感知服务质量的影响

本文旨在研究质量文化如何影响全面质量管理（TQM）与中学生的感知服务质量（PSQ）之间的关系。作者在研究的基础上分析了质量文化和TQM做法对PSQ的影响。样本包括由西班牙穆尔西亚地区56所中学的268名教师和559名学生填写的问卷。提议的模型包括一个外部构造（质量文化）和三个内部构造（质量构造）（两个构造代表TQM模型的基础结构实践和核心实践，一个代表PSQ），并指定它们之间的关系。作者使用基于方差的结构方程建模技术和偏最小二乘估计方法来检验假设。它的经验分析表明，质量文化通过暗示对基础设施和核心质量实践的重大影响而影响质量管理实践的有效性。反过来，分析表明这两个质量管理方面对PSQ的影响不同。最后，调解分析结果通过质量管理实践的调解作用揭示了质量文化对PSQ的间接显着影响。这项工作的主要贡献是从理论上解释和凭经验证明了教育中心可以发展和实施教育质量管理的一些机制。全面质量倡议。研究结果为管理团队提供了有关如何个性化TQM实践以实现最佳绩效结果的想法。