IDEAS home Printed from https://ideas.repec.org/a/hur/ijarbs/v5y2015i4p1-22.html
   My bibliography  Save this article

Strategic Imperatives of Total Quality Management and Customer Satisfaction in Organizational Sustainability

Author

Listed:
  • Mercy Ogbari
  • Taiye T. Borishade

Abstract

The importance of Total Quality Management (TQM) in today’s business environment is a sine qua non (an indispensable and essential action). This is due to the ever increasing tastes of customers who see service quality as a right owed them by businesses they chose to patronize. This study examined the relationship between total quality management and customer satisfaction in service industries. The aims among others were to evaluate the relationship between of top management commitments and customer retentions as well as to examine the influence of organizational reputation on customer’s continuous patronage. Relying solely on secondary data collected from various archival sources, findings shows that strong relationships exists between total quality management and customer satisfaction in the achievement of organizational goals especially in the current dispensation of globalization and stiff competitions. The analyzed data also revealed that total quality management and customer satisfaction have increased steadily over a period of time in some service industries but top management still have much to do in order to entrench TQM and customer satisfaction as policies in their organizations. The authors recommend a holistic adoption of TQM and customer services tenets and its entrenchment as policies in all organizations for quality customer services and satisfactions.

Suggested Citation

  • Mercy Ogbari & Taiye T. Borishade, 2015. "Strategic Imperatives of Total Quality Management and Customer Satisfaction in Organizational Sustainability," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(4), pages 1-22, April.
  • Handle: RePEc:hur:ijarbs:v:5:y:2015:i:4:p:1-22
    as

    Download full text from publisher

    File URL: http://hrmars.com/hrmars_papers/Strategic_Imperatives_of_Total_Quality_Management_and_Customer_Satisfaction_in_Organizational_Sustainability.pdf
    Download Restriction: no

    File URL: http://hrmars.com/hrmars_papers/Strategic_Imperatives_of_Total_Quality_Management_and_Customer_Satisfaction_in_Organizational_Sustainability.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Hsin Hsin Chang, 2006. "Development of performance measurement systems in quality management organisations," The Service Industries Journal, Taylor & Francis Journals, vol. 26(7), pages 765-786, October.
    2. Naumann, Earl & Jackson, Donald Jr. & Rosenbaum, Mark S., 2001. "How to implement a customer satisfaction program," Business Horizons, Elsevier, vol. 44(1), pages 37-46.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Peter Olatunji Olayiwola & Shola Solomon Akeke & Olubusola Mojisola Odusanya, 2019. "Quality Control Management and Customer Retention in Selected Manufacturing Companies in Nigeria: An Empirical Analysis," Romanian Economic Journal, Department of International Business and Economics from the Academy of Economic Studies Bucharest, vol. 22(71), pages 60-78, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Vrontis, Demetris & Thrassou, Alkis & Melanthiou, Yioula, 2007. "A contemporary higher education student-choice model for developed countries," Journal of Business Research, Elsevier, vol. 60(9), pages 979-989, September.
    2. Franka Piskar, 2007. "The Impact of the Quality Management System ISO 9000 on Customer Satisfaction of Slovenian Companies," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 5(1), pages 45-61.
    3. Enrico Deidda Gagliardo & Michele Bigoni & Luca Papi & Giorgia Gobbo, 2019. "La programmazione dei Ministeri nella nuova stagione della performance. Dalla burocrazia della performance alla performance utile," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2019(1), pages 169-189.
    4. Rana Basu & Prabha Bhola, 2015. "Exploring Quality Management Practices and Its Pattern Analysis in Indian Service SMEs," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 23(02), pages 199-235, June.
    5. Vrontis, Demetris & Thrassou, Alkis & Amirkhanpour, Monaliz, 2017. "B2C smart retailing: A consumer-focused value-based analysis of interactions and synergies," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 271-282.
    6. Jiamin Liu & Eusebio Chiahsin Leou & Chaozhan Chen & Xi Li, 2023. "Can Trust Bring Satisfaction to the Festival Under Pandemic?," SAGE Open, , vol. 13(1), pages 21582440221, January.
    7. Carmen NECULA, 2009. "Arguments for use of ABC in TQM environment," Proceedings of FIKUSZ '09, in: László Áron Kóczy (ed.),Proceedings of FIKUSZ '09, pages 161-172, Óbuda University, Keleti Faculty of Business and Management.
    8. S.M. Riad Shams & Rosa Lombardi, 2016. "Socio-economic value co-creation and sports tourism: evidence from Tasmania," World Review of Entrepreneurship, Management and Sustainable Development, Inderscience Enterprises Ltd, vol. 12(2/3), pages 218-238.
    9. Shun-Hsing Chen, 2006. "Establishment of a performance-evaluation model for service quality in the banking industry," The Service Industries Journal, Taylor & Francis Journals, vol. 29(2), pages 235-247, October.
    10. Tinsley, Dillard B., 2002. "Relationship marketing's strategic array," Business Horizons, Elsevier, vol. 45(1), pages 70-76.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hur:ijarbs:v:5:y:2015:i:4:p:1-22. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Hassan Danial Aslam (email available below). General contact details of provider: http://hrmars.com/index.php/pages/detail/IJARBSS .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.