An evaluation of total quality management practices on business performance ofudthe Nigerian telecommunications sector: a case study of MTN Nigeria Limited

摘要

This study examines the effects of The Total Quality Management practices on Business Performance ofudthe Nigerian Telecommunications Sector. A review of literatures on TQM shows that no study has beenudcarried out on its application in the Nigerian Telecommunication sector hence the need for this research.udTo assess the situation One hundred and fifty (150) questionnaires were administered to customers ofudMTN Limited within the Lagos environ. These customers were randomly selected from five (5) differentudMTN customer care centres within the five divisions of Lagos State. These divisions include Epe, Ikorodu,udLagos Island, Lagos Mainland and Badagry. Thirty (30) questionnaires were administered at each centre.udFifty (50) questionnaires were also administered to employees of MTN and a total of twenty (20)udquestionnaires were administered to top management in the same organizations.udThe data collected were analyzed using descriptive statistics and regression analysis. Our findingudrevealed that 90.7% of the changes that occurred in employees’ satisfaction could be traced to the policyudand commitment of top management. It also shows that 69.4% of the changes in customer satisfactionudcould be attributed to continuous training in quality. The study recommended among other things theudtraining of telecommunications personnel on Total Quality Management practices and the adoption ofudalternative renewable sources of energy like solar to address their energy problems.