The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia.

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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Main Author: Yi, Sit Wen
Format: Thesis
Published: 2008
Subjects:
HD61 Risk in industry
Risk management
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id my-mmu-ep.1389
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spelling my-mmu-ep.13892010-09-02T06:05:55Z The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia. 2008-11 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 http://shdl.mmu.edu.my/1389/ http://vlib.mmu.edu.my/diglib/login/dlusr/login.php masters Multimedia University Research Library
institution Multimedia University
collection MMU Institutional Repository
topic HD61 Risk in industry
Risk management
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.
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.
format Thesis
qualification_level Master's degree
author Yi, Sit Wen
author_facet Yi, Sit Wen
author_sort Yi, Sit Wen
title 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_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_sort impact of tqm on customer satisfaction: an empirical analysis of service organizations in malaysia.
granting_institution Multimedia University
granting_department Research Library
publishDate 2008
_version_ 1747829360452173824

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