Implementing total quality management with a focus on enhancing customer satisfaction

摘要

Purpose - Aims to examine the role of total quality management (TQM) towards enhancing customer satisfaction. Design/methodology/approach - Using meta-analysis, existing research studies on TQM and customer satisfaction were quantified, summarized, and tested for moderators to clarify TQM impact. Findings - It is found that TQM substantially increases customer satisfaction across diverse industrial and cultural settings. Originality/value - This research broadens the scope of TQM applicability across varied industrial and cultural settings to achieve higher customer focus, increased customer satisfaction, and stresses the need for more meta-analytic studies on the subject.