UL Enhancing Customer Satisfaction Discussion

& Satish, K. P. (2019). Enhancing customer satisfaction through total quality management practices – an empirical examination. Total Quality Management & Business Excellence, 30(13-14), 1528–1548. https://doi.org/10.1080/14783363.2017.1378572

The empirical methodology is used to gather information on Indian manufacturing methods in this research. Percurrent research, the degree to which consumers are satisfied with a company’s overall quality management system may serve as the foundation for a model. According to the journal Quality Management Systems, more than a thousand studies have been published on the issue of the effect of quality management systems on corporate performance around the globe, including in the United States. However, there is little information available on the influence of quality management systems on company performance worldwide. As a result, the focus of the present inquiry is limited to the impact of quality management systems in general on company performance in India. The current research will be focused on the influence of quality management systems on the performance of Indian companies in the marketplace. Customers’ happiness as a performance metric was the major focus of this study, which examined the link between different TQM methodologies and this performance measure. As a result of the findings of this research, a technique for acquiring empirical data on 260 Indian manufacturing enterprises was published as a result of the findings of this study. Participants in the study were required to complete and submit a questionnaire outlining their respective firms’ activities and basic business practices to participate. According to the researchers, the model they developed, which consists of 10 quality management components, has made a substantial contribution to quality management research and development. In monetary terms, this indicates a significant quantity of money. With multiple regression analyses, we determined the effectiveness of numerous TQM methodologies. After doing a comprehensive review of the data, we decided whether or not our original assumptions were correct. This study used structural equation modelling to evaluate the link between overall quality management and customer happiness in the workplace (SEM). The findings of this study demonstrated a connection between the overall satisfaction of the sample with quality management and the scores obtained throughout the study. It was observed that the two variables had a statistically significant association with one another, respectively. Following the poll’s findings, it was determined that customer-centricity and knowledge management were essential in obtaining high levels of customer satisfaction.