The Effect of Total Quality management (TQM) practices on customer satisfaction, (A case study of NewAman Metal Packaging)

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.