Quality management practices and their relationship with customer satisfaction and productivity improvement

2006 ◽  
Vol 29 (7) ◽  
pp. 414-424 ◽  
Author(s):  
Milé Terziovski
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Management Practices ◽  
Productivity Improvement ◽  
Quality Management Practices

Total Quality Management Practices on Customer Satisfaction at Safaricom Public Limited Company, Kenya

2020 ◽  
Vol 2 (4) ◽  
pp. 63-75
Author(s):  
Beth Mulure Achieng ◽  
Esther Gitonga
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Process Management ◽  
Management Practices ◽  
Total Quality ◽  
Quality Planning ◽  
Quality Management Practices ◽  
Limited Company ◽  
Strategic Goals

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. 

scholarly journals Issues and Challenges of Total Quality Management Practices On Customer Satisfaction

2021 ◽  
pp. 12-19
Author(s):  
Osoko Onyike Osoko ◽  
Habsah Binti Muda
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Empirical Research ◽  
Service Sector ◽  
Management Practices ◽  
Total Quality ◽  
Quality Management Practices ◽  
Key Dimensions

Total quality management practices and customer satisfaction are contemporary concerns most especially in the service sector. While analysing the issues and challenges, experts believe that customer is dissatisfied with corporate organisation and establishment due to the ineffectiveness of total quality management practices. However, this review present, investigates and identifies the challenges of total quality management practices on customer satisfaction. The review further highlights key dimensions of total quality management practices with relevant theories influencing customer satisfaction. Although, the previous association between both components holds some contradictions. However, regardless of the conceptual review, there is evidence that total quality management dimensional factors could be factors to enhance customer satisfaction. Hence, policymakers could formulate policies to drive satisfied customers and build on existing knowledge on total quality management practices. Therefore, the study further suggests that empirical research should be examined on the factors presented. Thus, implications are further discussed in the study.

The Mediator Effect of Customer Satisfaction between Quality Management Practices and Communication Behavior amongst Malaysia Hajj Pilgrims: Survey Result

2014 ◽  
Vol 660 ◽  
pp. 1005-1009 ◽  
Author(s):  
Mohd Fauzi Ahmad ◽  
Mohd Shoki Md Arif ◽  
Norhayati Zakuan ◽  
S.S.S.A. Rahman ◽  
M.B.A Latif ◽  
...  
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Business Performance ◽  
Management Practices ◽  
Response Rate ◽  
Communication Behavior ◽  
Quality Management Practices ◽  
Business Excellence ◽  
High Satisfaction ◽  
High Level

Quality management practices (QMP) is one of the most important management in ensuring an organisation continuously improves their business performance. In order to continuously improve in the service and operation, the adoption of QMP is necessary to ensure business excellence. Most previous works have given less emphasis on mediator effect of customer satisfaction (CS) between QMP and communication behavior (CB) amongst Malaysia Hajj pilgrims. A questionnaire was prepared and given to 500 respondents of Malaysian pilgrims which gave a 70.0% response rate or 350 respondents. Overall descriptive result depicts high level of QMP, CS and CB, showing that Malaysia Hajj Pilgrims have high satisfaction towards Hajj services, which are being provided by Hajj Pilgrims organiser. Lembaga Tabung Haji (TH), which manages more than 80.0% of Malaysia Hajj Pilgrims every year, has performed the excellent performance towards QMP, CS and CB. This study also revealed that QMP has significant effect on CS with r = 0.91 at p<0.01 and CS has significant impact on CB with r = 0.39 at p<0.01. The model has r2=0.75, meaning that 75% of CB is accounted by the CS and QMP.

scholarly journals An Empirical Assessment Of The EFQM Excellence Model In Purchasing

2016 ◽  
Vol 15 (4) ◽  
pp. 127-146
Author(s):  
David Hemsworth
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Business Performance ◽  
Management Practices ◽  
Positive Impact ◽  
Equation Modeling ◽  
Bottom Line ◽  
Internal Customer ◽  
Quality Management Practices ◽  
Efqm Model

This study focuses on the important concepts of quality management, internal customer satisfaction, and business performance within the neglected purchasing unit of manufacturing firms on the basis of the European Foundation for Quality Management (EFQM) Excellence Model, thus, filling a void in the existing literature. In doing so, this study tests the viability of the EFQM model in a single functional unit. Three hypothesis were generated based on the EFQM model to identify the specific relationships between purchasing’s quality management practices (EFQM enabler), internal customer satisfaction, and business performance (EFQM results). The hypotheses were tested through structural equation modeling based on a sample of 306 purchasing agents within manufacturing. The results indicated that the EFQM seem to be a viable model that represents what impacts implementing QMP enablers will have on the resultants, ICS and OP. Additionally, the results identified that the extent of adoption of quality management purchasing has a direct positive impact on improving internal customer satisfaction and an indirect positive impact on business performance mediated by internal customer satisfaction, as predicted by the EFQM model. This study highlights the positive impact of adoption of EFQM in the purchasing area, thus, lends support to purchasing departments trying to justify the implementation of quality management practices to their administrations. Additionally, it gives upper management, looking for ways to improve the company’s bottom line, the specifics to do this through the implementation of quality management practices in purchasing. Management and purchasing departments are given a blueprint for improving their performance.

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