Implementing total quality management with a focus on enhancing customer satisfaction

Abstract

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.

Citation

Mehra, S. and Ranganathan, S. (2008), "Implementing total quality management with a focus on enhancing customer satisfaction", International Journal of Quality & Reliability Management, Vol. 25 No. 9, pp. 913-927. https://doi.org/10.1108/02656710810908070