2018•JIMS8M The Journal of Indian Management & StrategyRequires access

Impact of TQM on employee and customer satisfaction-A study on tricity region

Kapil Jaiswal, Minakshi Garg

Abstract

The purpose of this research is to understand the complex relationship between the TQM implementation levels and employee/customer satisfaction scores in software development industry. The research is based on cross-sectional design. This study has been undertaken, specifically for the software development organizations operating in Chandigarh, Panchkula and Mohali. A total of 165 respondents were selected using convenient sampling. Descriptive statistics and T test were used to find, if there was any significance difference between employee/customer satisfaction scores of organizations with different TQM levels. A consolidated TQM score was calculated considering four TQM elements, viz. Total Management Commitment, Customer Focus, People Management and Continuous improvements, for this study. The results showed that TQM implementation impacts the employee and customer satisfaction scores, significantly. The uniqueness of this study comes from the combination of the geographic region covered and the sector studied.

About this research paper

What this paper is about

Why it matters

OpenAlex reports 2 citations for this work. Citation counts describe recorded attention and do not establish research quality.

Key contribution

A contribution statement is not available in the OpenAlex record.

Method / approach

Method details are not available in the OpenAlex metadata.

Main findings

Findings are not separately available in the OpenAlex metadata.

Limitations

Limitations are not available in the OpenAlex metadata.

Applications

Application details are not available in the OpenAlex metadata.

Available abstract

Key concepts: Total quality management, Customer satisfaction, Operations management, Business, Business administration, Marketing, Engineering, Service (business)