Use of Customer Satisfaction in Total Quality Improvement of Malaysian Automotive(Car) Manufacturing Industry
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 7
Abstract
Customer satisfaction and total quality improvement is a great apprehension in every industry of the world. In highly competitive automotive manufacturing industry the success and smoothness of the business depends on customer satisfaction and the quality of the products. Customers are happy when the product meets their expectations and customer satisfaction has a positive effect on organization’s economic condition. The organizations are showing their sincere interest towards the total quality improvement as a continuous improvement of products, customer satisfaction, and business excellence. The aim of the study was to capture the response of the customers how they perceive these organization efforts to improve their products and services. To meet the objective in this study 103 users of Malaysian cars owners were interviewed. In general customers are satisfied with the Malaysian car brands keeping in view the value for money. Based on customer responses this study proposes and elaborates in relation with two dimensions of quality improvement and customer satisfaction. This study is very beneficial for the practitioners in the Malaysian car companies to understand their customers, design products as per their expectations. Producing products as per customer expectation will increase companies’ sales and ultimately leading towards more profit for the company. Most of the studies conducted in Malaysia are quantitative, this is the only study in which we have interview the car users, which can be very useful for academicians and coming researchers.
Authors and Affiliations
Mina Manjurul Hossain Reza, Muhammad Farooq
Keywords
Related Articles
- EP ID EP412124
- DOI 10.9790/487X-2007034751.
- Views 77
- Downloads 0
Employee Motivation- A Study With Reference to JSW Steel Limited, Salem Works, Salem
Management is supposed to get the work done by the subordinates towards the attainment of the common goals. This is the most important function of the management to inspire and stimulate the personnel with zeal to do the...
The Influence of Brand Image and Service Quality on Customer Satisfaction and It’s Effect on Customer Loyalty in Using Grab Online Transportation in Medan
Today, business grows and develops rapidly due to modernization and technological advancement. The capacity of a business to adapt to therapid environmental changes is very crucial in its continuation.The population was...
Organisational Change Management and Employees Productivity in the Nigeria Banking Sector
The essence of this study effort is to investigate what consequence change has on organizations and how best these consequences can be addressed to ensure that employees’ productivity is enhanced. It thus covers major ba...
Generalized Polya-Aeppli Process and Its Applications in Risk Modelling and Analysis
In this paper, we introduce a new compound Poisson process with truncated negative binomial compounding distribution, which we will call as the Generalized Polya-Aeppli Process. We derived expressions for its probability...
Is any relationship among stock prices and micro and macro variables of Fuel and Power firm’s of Bangladesh?
This study attempts to determine the influence on stock prices by various factors for listed companies in DSE in fuel and power sector. Secondary data are taken for five years from 2013 to 2017 for all the variables. Thi...