Total Quality Management and Its Impact on Customer Satisfaction in the Organization

@article{1722740,
      author = {Ahiauzu Levi Uche Ph.D., Ighiere Kenneth Aloaye, Chinyere Laura Johnbull Nwaobakata PhD, Orduh Reginald Nyeche, Aneregh Christiana Mbafa},
      title = {Total Quality Management and Its Impact on Customer Satisfaction in the Organization},
      journal = {Iconic Research And Engineering Journals},
      year = {2026},
      volume = {10},
      number = {3},
      pages = {450-452},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1722740.pdf},
      abstract = {In a competitive and dynamic business environment, quality management has become a strategic necessity for organizations seeking to enhance customer satisfaction and achieve sustainable growth. this paper investigates the relationship between quality management practice and customer satisfaction across service and manufacturing organizations. Rowing on Total Quality Management {TQM}, ISO9001:2015, and the SERVQUAL model, the study reviews theoretical foundations and empirical evidence. Findings show that four key dimensions, Customerfocus, Continuous improvement, Employee involvement, and process management. Significantly and positively influence customer satisfactions, loyalty, and retention. The study concluded that embedding quality into organizational culture reduces customer complaints strengthens trust, and improves financial performance. },
      month = {September},
  }