The research aimed at establishing the influence of total quality management practices on customer satisfaction of Safaricom Public Limited Company (Public Limited Company). The study was guided by the following specific objectives; to establish the influence of process management on customer satisfaction of Safaricom Public Limited Company, to establish the influence of strategic quality planning on customer satisfaction of Safaricom Public Limited Company and to explore the influence of customer focus on customer satisfaction of Safaricom Public Limited Company. The research employed a descriptive study design. The research focused on 70 respondents within the customer experience department. A census was used in this study since the population was small. Primary data was collected by use of structured questionnaires. The questionnaires were self-administered. The reliability and validity of the instrument was then be determined. The quantitative data gathered in the actual study was analyzed utilizing descriptive statistics and multiple linear regressions with the help of Statistical Package for Social Sciences (SPSS) version 21. The results were presented in form of tables, frequencies, and percentages. Results show that that Safaricom Public Limited Company had put in place various measures that encouraged process management, the Safaricom Public Limited Company allocates budget to quality management and control, employees attend quality management workshops to become acquainted with the latest strategy. Customer complaints at the company were addressed within stipulated timelines, the company ensures quality communication with its customers, customer satisfaction was always accorded the priority. This study concludes that process management, and quality planning and customer focus had a positive significant effect on customer satisfaction of Safaricom public limited company. Safaricom Public Limited Company should continue aligning business processes to fit organizational strategic goals. This can be actualized through implementation of process and metrics that align with Safaricom Public Limited Company strategic goals, as well as educating all managers. Safaricom should remain committed towards discovering customer needs. It must also embrace customer positioning measures, and try to fill the customer need gap through quality planning. Safaricom Public Limited Company should make the efforts to follow-up on all customers, use clear language while communicating with its customers, appreciate negative critiques from customers, anticipate hidden customer needs and embrace pre-emptive acknowledgement.
Issues and Challenges of Total Quality Management Practices On Customer Satisfaction
