Abstract:
The basic aim of this research is to assess the effect of TQM practices on the customers’
satisfaction at NewAman metal packaging company. The research also investigates the
relationship each of the dependent variable that is customer satisfaction to the
independent variables, the practices of TQM. Customer complaints and company needs
to produce and sale high in the fierce market competition are the major problems
identified by the researcher. In order to meet the objectives of this research, the study
adopted a descriptive and explanatory research design. The major findings of the study
indicated that the total quality management practices; training practices, customer focus
practices, continual improvement practices and leadership commitment are positively
related with the level of customer satisfaction and significantly affect customer
satisfaction in NewAman metal packaging Company. In addition the management actions
undermine leadership commitment to quality and render TQM practices and continual
improvement practice to enhance customer satisfaction in the organization were
ineffective and implemented in a lower level. Therefore, it recommended that the
company management must work to build trust amongst staffs to improve the team
work. It is also recommended that the company should carry out training programs for
employees and task leaders for successful business operation, establish good lines of
communication with its customers, continuously improve their products, services, and
processes to remain competitive. The management should work to improve the
weaknesses of its leadership.
