Total quality management and customers satisfaction in selected service industries in Ilorin, Nigerian.
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Date
2015
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Journal of Sustainable Development in African,Clarion University of Pennsyivania, Clarion
Abstract
Total Quality Management (TQM) as a component of Sustainable Development (SD) aims at effectively harnessing human and material resources of organizations in order to achieve set objectives. Using the service industry as a case study, the goal of TQM is customer satisfaction through quality delivery of services, operational performance and sustainability. This study examined the impact of TQM on customers’ satisfaction with the services provided by hotels in Ilorin, Nigeria. Data were sourced through administration of survey questionnaires on eighty customers of hotels in Ilorin Metropolis. The respondents were selected using simple random and purposive sampling techniques. Linear Regression Analysis Model was used to analyze and test the research hypotheses. Overall results showed a positive relationship between TQM and customers’ satisfaction. Based on the findings, it was recommended that more attention be devoted to the use of TQM in order to enhance customers’ satisfaction and enhance SD in hotel industry.
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Keywords
Customer Satisfaction, Service Industry, Total Quality Management, Sustainable Development, Accountability Technique