The influence of balanced scorecard dimension on total quality management and sustainable performance as a mediating variable: An empirical study in KSA services projects

This study aims to analyze the influence of the Balanced Scorecard (BSC) dimensions (financial, customer, internal processes, and learning and growth) on Total Quality Management (TQM), with sustainability performance as a mediating variable. The study utilized a cross-sectional survey method, distributing 400 questionnaires to employees in the service projects in KSA. Out of these, 340 questionnaires were deemed valid for final analysis. Data analysis was conducted using the SmartPls program. The study found that all BSC dimensions, except for the learning and growth dimension, had a negative direct effect on TQM, and the BSC dimensions through sustainability performance positively affected TQM, except for the learning and growth dimension. The main contribution of the research is to identify the BSC dimensions that best predict TQM in service projects in Saudi Arabia. The extended model test shows that sustainability performance is a good mediator in the causal relationship between the BSC dimensions and TQM. Future research can validate these findings in projects such as capital construction and industrial projects using a longitudinal survey design. Organizations can apply these research findings by leveraging the Balanced Scorecard as a management framework for predicting and improving TQM.