Despite the importance placed on total quality management as a key to success of an organisation, there is still a significant lack of consensus on the extent of its influence on the customer service satisfaction, especially in a public sector. This gap in literature prompted this research project. This study attempts to address such gap, by determining and analysing how, and the extent to which implementation of total quality management influence customer service satisfaction. The three dimensions of total quality management investigated in this study are continuous improvement, leadership, and information dissemination. These dimensions are selected purposively for this research project from the 8 principles of total quality managements proposed by the ISO 9000 version 2000. The study aims at reporting the implementation of total quality management levels of the uThungulu municipality and the customer service satisfaction levels of uThungulu’s customers. Furthermore, the study also aimed to make recommendations to the uThungulu management on how to improve implementation of total quality management in order to strengthen their service delivery and achieve high customer satisfaction.
Inhaltsverzeichnis (Table of Contents)
- Abstract
- Introduction
- Objectives of the study
- Research questions
- Literature Review
- Definition of Total Quality Management
- TQM in public sector
- Principles of TQM
- Top management: Leadership
- Customer Satisfaction
- Research Methodology
- Target population
- Sampling strategy
- Regression model
- Research Hypotheses
- Data gathering
- Data analysis
- Results and Discussion
- Univariate Analysis
- Multiple regression results
- Correlation analysis
- Discussion of findings
- Conclusions and Recommendations
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This study investigates the relationship between the implementation of Total Quality Management (TQM) and customer satisfaction at uThungulu District Municipality. The research aims to determine the levels of TQM implementation and customer satisfaction, analyze the predictive power of TQM on customer satisfaction, and assess the strength of their relationship. Recommendations for improving TQM implementation to enhance service delivery and customer satisfaction are also provided.
- Implementation of Total Quality Management (TQM) in a public sector context.
- Customer satisfaction levels and their relationship to TQM.
- The predictive power of specific TQM components (continuous improvement, leadership, information dissemination) on customer satisfaction.
- The strength of the correlation between TQM and customer satisfaction.
- Recommendations for improving TQM implementation to enhance service delivery.
Zusammenfassung der Kapitel (Chapter Summaries)
Introduction: This chapter sets the stage by defining TQM and highlighting the research gap concerning its influence on customer satisfaction in the public sector, particularly at uThungulu District Municipality. The study's aims and objectives are clearly stated.
Literature Review: This section provides a theoretical foundation, defining TQM and exploring its principles and application within the public sector. The concept of customer satisfaction is also examined within the context of TQM.
Research Methodology: This chapter details the research design, including the target population, sampling strategy, data collection methods (questionnaires), and the statistical analyses employed (regression and correlation).
Results and Discussion (excluding the Discussion of Findings): This section presents the results of the univariate analysis and multiple regression analysis, outlining the statistical findings regarding the relationship between the three key TQM components and customer satisfaction. The correlation analysis results are also presented.
Schlüsselwörter (Keywords)
Quality, Total Quality Management (TQM), Continuous Improvement, Customer Satisfaction, Public Sector, Leadership, Information Dissemination, Regression Analysis, Correlation Analysis, uThungulu District Municipality.
- Arbeit zitieren
- Anonym (Autor:in), 2024, Investigation of Relationship Between the Implementation of Total Quality Management and Customer Satisfaction, München, GRIN Verlag, https://www.grin.com/document/1502572
