Advanced Search
MyIDEAS: Login

Investigation Of Stakeholders’ Satisfaction In The Context Of Total Quality Managament: An Application In The Service Sector

Contents:

Author Info

  • Ali GORENER

    (Istanbul Ticaret Universitesi)

Registered author(s):

    Abstract

    Total Quality Management (TQM) is an important management approach that seeks to run organizations systematically, improve quality and performance which will meet or exceed customer expectations. One of the main pillars of TQM is stakeholders’ satisfaction in organizations. In this study, the satisfaction of the stakeholders in a university are investigated. For this aim, satisfactions of stakeholders are analyzed by survey. Different stakeholders refer to academicians, students and alumni of faculty. MANOVA (Multivariate analysis of variance) was used to investigate the effect of different positions on satisfaction, Main result of MANOVA analysis indicated that academicians were more satisfied about academical and social satisfaction more than students and alumni. Moreover, cause and effect diagrams were suggested to identify causes of satisfaction state.

    Download Info

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
    File URL: http://www.ticaret.edu.tr/RePEc/icu/journl/s23/9_151_165_Sosyal_23.pdf
    Download Restriction: no

    Bibliographic Info

    Article provided by Istanbul Commerce University in its journal Istanbul Commerce University Journal of Social Sciences.

    Volume (Year): 23 (2013)
    Issue (Month): 1 ()
    Pages: 151-165

    as in new window
    Handle: RePEc:icu:journl:v:23:y:2013:i:1:p:151-165

    Contact details of provider:
    Web page: http://www.ticaret.edu.tr
    More information through EDIRC

    Related research

    Keywords: Total Quality Management; Stakeholders’ Satisfaction; Multivariate Analysis of Variance; Cause and Effect Diagrams;

    References

    No references listed on IDEAS
    You can help add them by filling out this form.

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:icu:journl:v:23:y:2013:i:1:p:151-165. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Elcin Aykac Alp).

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.