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Total Quality Management Tools: Are they Necessary for Improving Service Quality and Customer Satisfaction?

Author

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  • Tasneem F. Alfalah

    (Department of Business Administration, Faculty of Economics and Administrative Sciences, Applied Science Private University, Jordan.)

Abstract

Achieving service quality and customer satisfaction is necessary to obtain profitability and competitive advantage in any industry. Moreover, in any society, services are the core of economics, such as communications and transportation, and form the essential links among all sectors of the economy. However, the requests and needs of customers are continuously increasing, so that many social and technological improvements are needed, therefore it becomes apparent that the concept of service should be approached from a customer perspective. Many critical factors affect the development of total quality management (TQM) in service sector, one of these factors is TQM tools, and for service quality continues improvement. This research carried out an empirical study in the Jordanians five stars hotels to prove the importance of TQM tools in order to improve service quality and customer satisfaction.

Suggested Citation

  • Tasneem F. Alfalah, 2017. "Total Quality Management Tools: Are they Necessary for Improving Service Quality and Customer Satisfaction?," International Review of Management and Marketing, Econjournals, vol. 7(3), pages 121-125.
    • Handle: RePEc:eco:journ3:2017-03-14
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    References listed on IDEAS

    as
    1. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
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    Cited by:

    1. Chan, Vanessa Hiu Ying & Chiu, Dickson K.W. & Ho, Kevin K.W., 2022. "Mediating effects on the relationship between perceived service quality and public library app loyalty during the COVID-19 era," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).

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    More about this item

    Keywords

    Total Quality Management Tools; Service Quality; Customer Satisfaction; Five Stars Hotels; Jordan;
    All these keywords.

    JEL classification:

    • L1 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance
    • L8 - Industrial Organization - - Industry Studies: Services
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

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