Impact of Total Quality Management on Customer Satisfaction (E-Services)

Abstract

Total quality management is a management system that is based on that every person who is working in the organization should be committed to achieve organization goals and meet company's high standards. The main aim of organization is customer satisfaction. Quality management is the basic tool that leads to quality assurance and will ultimately result in customer satisfaction. The total quality management is the part of the business in modern age. Everyone use it and in e-services, it has more importance because most of the services are virtual i.e. performed using the tools of information technology. When we talk about quality, it means that the product of service, which we are making or offering to the consumer or users, should be fit for the purpose, free from errors and mistakes, fit for the use and meets the need of the customer. In addition to the above the quality in e-business is crucial as it involves the three important dimensions i.e. quality management, quality control and quality assurance. In order the manage, control and assure quality in the e-services environment the avoidance of conformance costs i.e. detection and prevention costs and non-conformance costs i.e. internal failure and external failure costs are essential. The implementation of Total Quality Management (TQM) in e-services environment includes the empowerment of team, systematic problem solving, data derivers' decision, statistical process and selection and use of appropriate problem solving tools and techniques. The organizations who are able to perform the above in their e-services can do the fast communication, implementation and decision-making and achieve the simplicity and flexibility in their processes. In this way, they are not only able to get the faster response from their customers but they can provide better satisfaction to their customer, which is essential for their growth and development and to achieve their financial and non-financial objectives effectively and efficiently. KEYWORDS Total quality management-Customer focused-customer satisfaction-electronic service-sustainable environment-better productivity-managerial improvement-operational management.