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Impact of MBNQA Criteria on Customer Satisfaction in Modern Retail Chain Stores: an Empirical Study in Context of Developing Countries like Pakistan

Author

Listed:
  • Komal Nadeem

    (Lecturer, BETS Institute, Lahore)

  • Attique-ur-Rehman

    (Lecturer, University of Veterinary and Animal Sciences, Lahore)

  • Muhammad Furqan

    (MS Scholar, National College of Business Administration and Economics (LBU Campus), Lahore)

  • Muhammad Omer Tariq

    (MS Scholar, National College of Business Administration and Economics (LBU Campus), Lahore)

  • Ali Akbar Khan

    (MS Scholar, National College of Business Administration and Economics (LBU Campus), Lahore)

Abstract

This explanatory study investigates the strategic effect of TQM factors modeled by the MBNQA criteria on customer satisfaction in modern retail industry of Pakistan. The factors comprise leadership, strategy and planning, information and analysis, customer focus, people management and process management. The data were gathered from 129 employees from various departments of modern trade stores. The statistical analysis concludes that the overall regression model is highly significant. Customer focus and process management were found to be the enablers with highest level of significance when correlated with customer satisfaction i.e. 64.7% and 63.9%. However, an anomaly was seen in the case of strategy and planning which showed a non-significant negative relationship. The findings of this research can prove to be of high value for policy makers in these organizations and those who intend to take this field as a new venture.

Suggested Citation

  • Komal Nadeem & Attique-ur-Rehman & Muhammad Furqan & Muhammad Omer Tariq & Ali Akbar Khan, 2014. "Impact of MBNQA Criteria on Customer Satisfaction in Modern Retail Chain Stores: an Empirical Study in Context of Developing Countries like Pakistan," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 3(4), pages 182-195, December.
    • Handle: RePEc:rfh:bbejor:v:3:y:2014:i:4:p:182-195
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    References listed on IDEAS

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    1. Donna Ramirez Harrington & Madhu Khanna & George Deltas, 2008. "Striving to be green: the adoption of total quality environmental management," Applied Economics, Taylor & Francis Journals, vol. 40(23), pages 2995-3007.
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