Citation

Yi, Sit Wen (2008) The Impact Of TQM On Customer Satisfaction: An Empirical Analysis Of Service Organizations In Malaysia. Masters thesis, Multimedia University.

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Abstract

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.

Item Type:	Thesis (Masters)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management > HD61 Risk in industry. Risk management
Divisions:	Faculty of Management (FOM)
Depositing User:	Ms Suzilawati Abu Samah
Date Deposited:	02 Sep 2010 06:05
Last Modified:	02 Sep 2010 06:05
URII:	http://shdl.mmu.edu.my/id/eprint/1389

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