3 – The Study of Effect of Total Quality Management on Customer Performance (Case Study: the Industrial Group of Entekhab)

Mohsen Rahimi Dastjerdi1, Seyed Ali Mousavi*2, Mohsen Salehi3– 5266

International Journal of Scientific Management and Development 2015, Vol. 3, No. 6: 403-407

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Abstract

Given the important role that total quality management systems play in achieving competitive advantage for companies against competitors, most of the time this appears to be done on the customer performance. This research that was conducted at the industrial group of Entekhab in Isfahan, going to evaluate the impact of Total Quality Management on customer performance from the perspective of senior managers. Statistical population of study were 140 senior managers (CEO, finance, sales and marketing, production) that were examined totally due to the limitation of statistical population. To collect data, a questionnaire with 37 questions was used which includes demographic data and key specialized questions for evaluating hypotheses and its validity was confirmed by experts and specialists and its reliability was obtained 87% through Cronbach's alpha index. 116 questionnaires of 140 distributed questionnaires were returned (a return rate of 83%).Data was analyzed by SPSS and AMOS Software. The study hypotheses were confirmed based on the results of the study. So, Total Quality Management has a significant impact on customer performance.

Key words: total quality management, performance evaluation, customer performance, industry group of Entekhab.

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