Investigating the Factors Affecting the Implementation of Total Quality Management and its Impact on Customer Attraction (a Case Study in Tehran Railway Company)
Journal Title: System Engineering and Productivity - Year 2023, Vol 3, Issue 1
Abstract
Today, most organizations have realized that in order to survive, they must improve quality for a worthy presence in the global arena. The key to solving this problem that all organizations are struggling with is summarized in the category of total quality management (TQM). In fact, today is the era of customer orientation and audience orientation, and the success of any organization is directly related to the level of attention it pays to the customer, his demands, and the quality of services and products. The purpose of this research is to investigate the factors affecting the implementation of total quality management and its impact on customer attraction in Tehran Railway Company. The present research is of a descriptive-correlation type and was conducted in a field and library manner. The statistical population of Tehran Railway managers and experts and with a statistical sample obtained using the Cochran formula, was 352 people. To collect data, two questionnaires were used: Total Quality Management and Customer, which were conducted using the partial least squares method, and SPSS and SMART PLS software were used to analyze the data. The results of the study showed that in implementing Total Quality Management, support from top managers and employee recognition and training do not have a significant effect on customer attraction. At the same time, in implementing Total Quality Management, cultural factors, employee satisfaction, and employee participation in decision-making have a positive and significant effect on customer attraction.
Authors and Affiliations
Aliverdilo,M. Ahmadvand, A. M.
Keywords
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- EP ID EP768177
- DOI 10.22034/sep.2023.706142
- Views 2
- Downloads 0
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