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| Author: | Sharma, B. Gadenne, D. |
| Title: | An empirical investigation of the relationship between quality management factors and customer satisfaction, improved competitive position and overall business performance |
| Journal: | Journal of Strategic Marketing
2008 : SEP, VOL. 16:4, p. 301-314 |
| Index terms: | total quality management customers consumer satisfaction competitiveness performance appraisal |
| Language: | eng |
| Abstract: | This paper explores the impact of quality management (here as: QM.) practices on three measures of organizational performance comprising customer satisfaction, improved competitive position and overall business performance. A factor analysis is used to determine the most salient QM. practices. It is found that QM. factors e.g. top management philosophy, measurement and open organization have significant associations with business competitive position, whereas marketing process improvement and employee training have significant associations with customer satisfaction etc. |
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