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Internal Customer Job Satisfaction And Role Of Tqm Practices

Author

Listed:
  • Dr. Aamir Ijaz

    (Institute of Quality and Technology Management, University of the Punjab, Lahore, Pakistan)

  • Dr. Kee,DMH

    (University of Sains Malaysia, Malaysia)

  • S. M. Irfan

    (COMSATS Institute of Information Technology, Lahore, Pakistan)

Abstract

In Pakistan, industry both in manufacturing and industrial sector is facing a number of internal as well as external challenges to sustain and maintain their survival. Quality is the only way that enables them to face these challenges by utilizing the available talent to gain the competitive edge. This study aims to investigate the relationship between total quality management (TQM) practices and internal customer (employees) satisfaction at workplace. TQM focuses on delivering quality and innovative product or services at the lowest cost first time and every time to their external customers (directly affected by company’s products) but it cannot be achieved without the satisfaction of internal customers’ means employees of the organization. Five most common and basic TQM practices were selected from the available literature; Leadership role, training and education, empowerment, reward and recognition, employees involvement and cooperation and teamwork for this study. Only ISO implemented service and manufacturing organizations were selected for this study.

Suggested Citation

  • Dr. Aamir Ijaz & Dr. Kee,DMH & S. M. Irfan, 2012. "Internal Customer Job Satisfaction And Role Of Tqm Practices," Far East Journal of Psychology and Business, Far East Research Centre, vol. 6(1), pages 1-14, February.
    • Handle: RePEc:fej:articl:v:6b:y:2012:i:1:p:1-14
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    Citations

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    Cited by:

    1. Sanjana Brijball Parumasur & Patsy Govender, 2013. "Role of Monitoring and Controlling Quality in TQM," Diversity, Technology, and Innovation for Operational Competitiveness: Proceedings of the 2013 International Conference on Technology Innovation and Industrial Management,, ToKnowPress.
    2. Narehan Hassan* & Azwan Shah Aminuddin & Nur Athirah Sumardi & Zulkefli Abdul Rahman & Mazuin Mat Halif & Afiza Abdul Majid & Rozilah Abdul Aziz & Sharrifah Ali & Aida Shekh Omar, 2018. "The Influence of Total Quality Management Practices towards Employee Job Satisfaction," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 4(12), pages 826-833, 12-2018.

    More about this item

    Keywords

    TQM Practices; Internal Customer Satisfaction; Structure Equation Modeling; Job Satisfaction;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

    Statistics

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