Lovia KariKari * 1, Aleke Christiana Ukamaka 2, Somtochukwu Agatha Eden 3, Usman Wasiu Olayinka 4, Adetola Aderibigbe Tope 5, Oye Oluwafunmilayo Ekaete 6, Olachi Deborah Azino 7
1Department of Supply Chain and Information System, College of Humanities, Kwame Nkrume University of Science and Technology.
2Department of Quantity Surveying, Federal Polytechnic, Bida, Niger State
3Department of Marketing, Business Administration, University of Nigeria, Nsukka
4Department of Mechanical Engineering and technology, Ladoke Akintola University of Technology
5Department of Accountancy, Faculty of Business and Management Studies, Osun State College of Technology, Esa Oke.
6United Bank of Africa, Ilesan Remo, Ogun State
7Department of Economics, Energy Studies, University of Ibadan, Oyo State.
Abstract
This study evaluates the impact of Total Quality Management (TQM) practices on quality conformance and customer satisfaction. Using a mixed-method approach, the research collected data from a sample of 51 respondents across industries, focusing on key TQM dimensions such as employee involvement, continuous process improvement, and supplier management. Quantitative analysis, including Pearson correlation, revealed a moderately strong positive correlation between TQM practices and both quality conformance (r = 0.506, p < 0.001) and customer satisfaction (r = 0.506, p < 0.001). Additionally, a stronger correlation was observed between TQM practices and employee satisfaction (r = 0.621, p < 0.001). These results suggest that the effective implementation of TQM enhances organizational outcomes by improving product quality, customer loyalty, and employee engagement. The study concludes that TQM should be adopted as a long-term strategy to sustain quality standards and customer satisfaction.
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Citation
APA style
KariKari, L., Ukamaka, A. C., Edeh, S. A., Olayinka, U. W., Tope, A. A., Ekaete, O. O., & Azino, O. D. (2024). Evaluating the impact of total quality management on quality conformance and customer satisfaction. International Journal of Scholarly Resources, 16(3). https://ijsr.org.ng/2024/11/26/evaluating-the-impact-of-total-quality-management-on-quality-conformance-and-customer-satisfaction/