Impact of Total Quality Management Practices on Customer Satisfaction: Perspectives of Medical Device Company
Customer satisfaction is an asset that should be protected and retained just like any other asset in an organization. The management needs practices that promote customer satisfaction in an organization's service provision. The study objective was to determine the effect of Total Quality Manage...
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| Format: | Article |
| Language: | English |
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UUM Press
2021
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| Online Access: | https://repo.uum.edu.my/id/eprint/30039/1/GBMR%2013%2002%202021%2068-83.pdf https://doi.org/10.32890/gbmr2021.13.2.5 |
| _version_ | 1825806105886851072 |
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| author | Shaibun, Juliana Anuar, Herman Shah Badru, Bazeet Olayemi Gurama, Zakariya'u |
| author_facet | Shaibun, Juliana Anuar, Herman Shah Badru, Bazeet Olayemi Gurama, Zakariya'u |
| author_sort | Shaibun, Juliana |
| collection | UUM |
| description | Customer satisfaction is an asset that should be protected and retained just like any other asset in an organization. The management needs practices that promote customer satisfaction in an organization's service provision. The study objective was to determine the effect of Total Quality Management (TQM) practices in medical device companies in Malaysia on customer satisfaction. This research aimed to establish quality management practices among Malaysia's medical device manufacturing industries and determine their influence on customer satisfaction. The study involved a descriptive overview that undertook a cross-sectional survey design to establish the TQM practices and customer satisfaction in several medical device companies in Malaysia. The study population was employees from various divisions and positions in the medical device industry. Qualitative research methodology has been applied due to the large number of respondents who participated. Data was captured through the interview process and research questionnaire to evaluate the respondents focusing on quality control activities and customer satisfaction in the medical device industry. This qualitative analysis was employed to help this study which seeks to identify cause and effect relationships. Further studies may embark on a larger scale of respondents to better overview the current practices in medical device companies. |
| first_indexed | 2024-07-04T06:43:31Z |
| format | Article |
| id | uum-30039 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:43:31Z |
| publishDate | 2021 |
| publisher | UUM Press |
| record_format | eprints |
| spelling | uum-300392023-11-28T11:29:59Z https://repo.uum.edu.my/id/eprint/30039/ Impact of Total Quality Management Practices on Customer Satisfaction: Perspectives of Medical Device Company Shaibun, Juliana Anuar, Herman Shah Badru, Bazeet Olayemi Gurama, Zakariya'u HF Commerce Customer satisfaction is an asset that should be protected and retained just like any other asset in an organization. The management needs practices that promote customer satisfaction in an organization's service provision. The study objective was to determine the effect of Total Quality Management (TQM) practices in medical device companies in Malaysia on customer satisfaction. This research aimed to establish quality management practices among Malaysia's medical device manufacturing industries and determine their influence on customer satisfaction. The study involved a descriptive overview that undertook a cross-sectional survey design to establish the TQM practices and customer satisfaction in several medical device companies in Malaysia. The study population was employees from various divisions and positions in the medical device industry. Qualitative research methodology has been applied due to the large number of respondents who participated. Data was captured through the interview process and research questionnaire to evaluate the respondents focusing on quality control activities and customer satisfaction in the medical device industry. This qualitative analysis was employed to help this study which seeks to identify cause and effect relationships. Further studies may embark on a larger scale of respondents to better overview the current practices in medical device companies. UUM Press 2021 Article PeerReviewed application/pdf en cc4_by https://repo.uum.edu.my/id/eprint/30039/1/GBMR%2013%2002%202021%2068-83.pdf Shaibun, Juliana and Anuar, Herman Shah and Badru, Bazeet Olayemi and Gurama, Zakariya'u (2021) Impact of Total Quality Management Practices on Customer Satisfaction: Perspectives of Medical Device Company. Global Business Management Review (GBMR), 13 (2). pp. 68-83. ISSN 2180-2416 https://e-journal.uum.edu.my/index.php/gbmr/article/view/15381 https://doi.org/10.32890/gbmr2021.13.2.5 https://doi.org/10.32890/gbmr2021.13.2.5 |
| spellingShingle | HF Commerce Shaibun, Juliana Anuar, Herman Shah Badru, Bazeet Olayemi Gurama, Zakariya'u Impact of Total Quality Management Practices on Customer Satisfaction: Perspectives of Medical Device Company |
| title | Impact of Total Quality Management Practices on Customer Satisfaction: Perspectives of Medical Device Company |
| title_full | Impact of Total Quality Management Practices on Customer Satisfaction: Perspectives of Medical Device Company |
| title_fullStr | Impact of Total Quality Management Practices on Customer Satisfaction: Perspectives of Medical Device Company |
| title_full_unstemmed | Impact of Total Quality Management Practices on Customer Satisfaction: Perspectives of Medical Device Company |
| title_short | Impact of Total Quality Management Practices on Customer Satisfaction: Perspectives of Medical Device Company |
| title_sort | impact of total quality management practices on customer satisfaction perspectives of medical device company |
| topic | HF Commerce |
| url | https://repo.uum.edu.my/id/eprint/30039/1/GBMR%2013%2002%202021%2068-83.pdf https://doi.org/10.32890/gbmr2021.13.2.5 |
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