The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia.
The main purpose of this study was to investigate the relationship between TQM practices and customer satisfaction, from the managers' perspectives. It was proposed that the six TQM dimensions, namely (i) leadership, (ii) strategic planning, (iii) customer focus, (ii) process management, (v) in...
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| Format: | Thesis |
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2008
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| Online Access: | http://shdl.mmu.edu.my/1389/ |
| _version_ | 1848789774256570368 |
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| author | Yi, Sit Wen |
| author_facet | Yi, Sit Wen |
| author_sort | Yi, Sit Wen |
| building | MMU Institutional Repository |
| collection | Online Access |
| description | The main purpose of this study was to investigate the relationship between TQM practices and customer satisfaction, from the managers' perspectives. It was proposed that the six TQM dimensions, namely (i) leadership, (ii) strategic planning, (iii) customer focus, (ii) process management, (v) information and analysis, and (vi) human resource focus would facilitate the level of customer satisfaction of TQM certified service organization in Malaysia. |
| first_indexed | 2025-11-14T18:02:04Z |
| format | Thesis |
| id | mmu-1389 |
| institution | Multimedia University |
| institution_category | Local University |
| last_indexed | 2025-11-14T18:02:04Z |
| publishDate | 2008 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | mmu-13892010-09-02T06:05:55Z http://shdl.mmu.edu.my/1389/ The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia. Yi, Sit Wen HD61 Risk in industry. Risk management The main purpose of this study was to investigate the relationship between TQM practices and customer satisfaction, from the managers' perspectives. It was proposed that the six TQM dimensions, namely (i) leadership, (ii) strategic planning, (iii) customer focus, (ii) process management, (v) information and analysis, and (vi) human resource focus would facilitate the level of customer satisfaction of TQM certified service organization in Malaysia. 2008-11 Thesis NonPeerReviewed Yi, Sit Wen (2008) The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia. Masters thesis, Multimedia University. http://vlib.mmu.edu.my/diglib/login/dlusr/login.php |
| spellingShingle | HD61 Risk in industry. Risk management Yi, Sit Wen The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia. |
| title | The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia. |
| title_full | The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia. |
| title_fullStr | The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia. |
| title_full_unstemmed | The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia. |
| title_short | The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia. |
| title_sort | impact of tqm on customer satisfaction: an empirical analysis of service organizations in malaysia. |
| topic | HD61 Risk in industry. Risk management |
| url | http://shdl.mmu.edu.my/1389/ http://shdl.mmu.edu.my/1389/ |