Study of the Effects of Total Quality Management (TQM) on Customer Satisfaction at Telecommunication Company

The aim of this research was to The Effects of Total Quality Management (TQM) on Customer Satisfaction at Telecommunication Company of Hormozgan. The research is descriptive- survey. Study population was all telecommunication company staff that 404 were studied by Stratified random sampling using Cochran formula. The research instrument was consisting of Total quality management based on TQM dimensions and customer satisfaction questionnaire, respectively. The validity was calculated by Item analysis and reliability using Cronbach's alpha. Data were analyzed by descriptive statistics such as frequency, mean, standard deviation, percent, and inferential statistics such as linear regression, multiple regression, Friedman test and path analysis. The results of the regression analysis for each question showed that 1. Empowerment of Positive and significant impact on customer satisfaction. 2. Response of positive and significant impact on customer satisfaction. 3. Service Speed of Positive and significant impact on customer satisfaction .4.Health services and significant impact on customer satisfaction. 5. Outdoor beauty services of Positive and significant impact on customer satisfaction. 6. Services Trust oriented of Positive and significant impact on customer satisfaction. 7. Transparency and Information significant impact on customer satisfaction. 8. Flexibility in providing a positive and significant impact on customer satisfaction. .9. Consideration of values and beliefs of a significant positive impact on customer satisfaction. 10. Finally, the impact of the variables in the final model using multiple regressions showed that the responsiveness, reliability-centered health care services and other variables have a significant influence on customer satisfaction.