Essays about: "Total quality management and customer satisfaction"

Showing result 16 - 19 of 19 essays containing the words Total quality management and customer satisfaction.

  1. 16. Top management commitment and Empowerment of employees in TQM implementation

    University essay from Högskolan i Borås/Institutionen Ingenjörshögskolan

    Author : Thaddeus Litie Njie; Linus Teku Fon; Gbolahan Awomodu; [2008]
    Keywords : total quality management; employee empowerment; top management commitment;

    Abstract : Top management commitment and employees empowerment is one of the most important and vital principle in total quality management, because it is often assumes to have a strong relationship with customer satisfaction. In TQM implementation top management commitment in creating an organizational climate that empowers employees is very imperative. READ MORE

  3. 17. Quality Online Banking Services

    University essay from IHH, EMM (Entrepreneurskap, Marknadsföring, Management)

    Author : Vasya Kenova; Patrik Jonasson; [2006]
    Keywords : Service quality; SERVQUAL; Online banking services; E-SQ Instrument;

    Abstract : Using an already developed model for measuring the quality of online services, the authors of this thesis have developed and later on modified a theoretical model (instrument) for measuring the quality of online banking services in particular. Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed. READ MORE

  4. 18. Customer Satisfaction and Loyalty : A study of Swedbank's small corporate clients in Gothenburg

    University essay from IHH, Företagsekonomi

    Author : Terés Pettersson; Ylva Hultén; Maria Beradovic; [2006]
    Keywords : Banks; Swedbank; service management; customer satisfaction; loyalty; quality;

    Abstract : The customer satisfaction and loyalty for Swedbank have in a recent study shown to be among the lowest for all banks in relation to corporate customers. Since there is not much interaction with small enterprises compared to mediumsized and large enterprises and a vast majority of customers are small corporations, there was a need to focus on this seg-ment and find what they believed was in need of improvement. READ MORE

  5. 19. Striving for Business Excellence in Belarus : Tendencies of Quality Management in IT Industry

    University essay from Handelshögskolan BBS

    Author : Sergej Arefjev; Liudmila Strucheuskaya; [2006]
    Keywords : Key words: Total Quality Management TQM ; Interantional Organisation for Standardisation ISO ; Culture; Infrastructure; Business Excellence Model BEM ; IT; Belarus; Transitional economy; Tendencies; Leadership; Strategy; Human Resources;

    Abstract : Nonetheless IT sector is considered as highly competitive Belarus is listed in the top five, while also be-ing in the transitional stage. Thus, this thesis examined the tendencies of the quality management in Bel-arus IT industry. READ MORE