The Impact of Total Quality Management in Customer Satisfaction in the Case of Ethio Telecom, in Addis Ababa
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Date
2024-01-10
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AAU
Abstract
The purpose of this study was to investigate the impact of total quality management dimensions on customer satisfaction in the case of thioTelecom. To achieve the objective, the researcher used explanatory and descriptive research design technique to analyze the impacts of TQM dimensions on customer satisfaction. The research data has been collected using both primary and secondary sources of data. Considering the population as homogenies and simple random sampling technique was used to select the desired sample size from the target population. Based on this assumption the researcher selected 362 samples from the total study population of 4608 EthioTelecom employees who are working in different corporate and zonal offices. This collected quantitative and qualitative data were analyzed using descriptive statistics, correlations, multiple linear regression model to identify the relationship between predictor variables of Process Management, Continuous Improvement, Customer Focus, Employee involvement, Top Management Support, System Quality and the predicted variable of customer satisfaction. The overall findings of the study revealed that Process anagement, Continuous Improvement, Customer Focus, and Top Management Support dimensions of TQM had statistically significant and positive impacts on customer satisfaction in EthioTelecom. On the other hand, the effect of System quality was negative and insignificant and Employee involvement was positive and insignificant on customer satisfaction.