Issues and Challenges of Total Quality Management Practices On Customer Satisfaction

Abstract

Total quality management practices and customer satisfaction are contemporary concerns most especially in the service sector. While analysing the issues and challenges, experts believe that customer is dissatisfied with corporate organisation and establishment due to the ineffectiveness of total quality management practices. However, this review present, investigates and identifies the challenges of total quality management practices on customer satisfaction. The review further highlights key dimensions of total quality management practices with relevant theories influencing customer satisfaction. Although, the previous association between both components holds some contradictions. However, regardless of the conceptual review, there is evidence that total quality management dimensional factors could be factors to enhance customer satisfaction. Hence, policymakers could formulate policies to drive satisfied customers and build on existing knowledge on total quality management practices. Therefore, the study further suggests that empirical research should be examined on the factors presented. Thus, implications are further discussed in the study.