- 52 pages
- English
- PDF
- Available on iOS & Android
eBook - PDF
About this book
Master's Thesis from the year 2024 in the subject Business economics - Customer Relationship Management, CRM, University of South Africa, language: English, abstract: Despite the importance placed on total quality management as a key to success of an organisation, there is still a significant lack of consensus on the extent of its influence on the customer service satisfaction, especially in a public sector. This gap in literature prompted this research project. This study attempts to address such gap, by determining and analysing how, and the extent to which implementation of total quality management influence customer service satisfaction. The three dimensions of total quality management investigated in this study are continuous improvement, leadership, and information dissemination. These dimensions are selected purposively for this research project from the 8 principles of total quality managements proposed by the ISO 9000 version 2000. The study aims at reporting the implementation of total quality management levels of the uThungulu municipality and the customer service satisfaction levels of uThungulu's customers. Furthermore, the study also aimed to make recommendations to the uThungulu management on how to improve implementation of total quality management in order to strengthen their service delivery and achieve high customer satisfaction.
Table of contents
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Information
Publisher
GRIN VerlagEdition
1Year
2024Topic
BusinessSubtopic
Customer RelationseBook ISBN
9783389076583
Index
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Yes, you can access Investigation of Relationship Between the Implementation of Total Quality Management and Customer Satisfaction by in PDF and/or ePUB format, as well as other popular books in Business & Customer Relations. We have over 1.5 million books available in our catalogue for you to explore.