Investigating the effect of total quality management (TQM) on customer satisfaction

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Zamani Kotenaee Soheila

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Journal Paper

Paper Information

Journal: JOURNAL OF SKILL TRAINING Year:2020 | Volume:8 | Issue:30 Page(s): 83-100

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Information Journal Paper

Title

Investigating the effect of total quality management (TQM) on customer satisfaction

Author(s)

Zamani Kotenaee Soheila | Issue Writer Certificate

Keywords

QualityQ2

total quality managementQ1

customer satisfactionQ1

TechnicalQ2

vocational trainingQ2

Abstract

Total Quality management is one of the most successful management philosophies. Among the essential elements of TQM, focus on customer satisfaction is the most important element. Therefore, the key to successful implementation of TQM is to identify the key variables of customer satisfaction. Therefore, the present study aims to investigate the effect of total Quality management (TQM) on customer satisfaction. The research methodology is a correlation study of the statistical community of trainers and experts of the General Directorate of Technical and vocational training of Mazandaran Province. They were randomly selected from 130 people based on the Cochran sample size model. The data collection tool is a researcher-made questionnaire. The method of statistical analysis is descriptive and inferential linear multivariate regression. The results show a 37% relationship between total Quality management and customer satisfaction. The results of this study indicate that the use of a Total Quality management system can greatly enhance customer satisfaction.

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APA: Copy

Zamani Kotenaee, Soheila. (2020). Investigating the effect of total quality management (TQM) on customer satisfaction. JOURNAL OF SKILL TRAINING, 8(30 ), 83-100. SID. https://sid.ir/paper/410556/en

Vancouver: Copy

Zamani Kotenaee Soheila. Investigating the effect of total quality management (TQM) on customer satisfaction. JOURNAL OF SKILL TRAINING[Internet]. 2020;8(30 ):83-100. Available from: https://sid.ir/paper/410556/en

IEEE: Copy

Soheila Zamani Kotenaee, “Investigating the effect of total quality management (TQM) on customer satisfaction,” JOURNAL OF SKILL TRAINING, vol. 8, no. 30 , pp. 83–100, 2020, [Online]. Available: https://sid.ir/paper/410556/en

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