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An Empirical Study of TQM Method Practices for Customer Satisfaction and Customer Loyalty

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  • Shun-Hsing Chen
  • Fei-Yun Chen
  • I-Ping Wu

Abstract

The study of total quality management (TQM) and how the security industry can impetus the processes to promote customer satisfaction and loyalty are very few. In practice, the priority of service providers should be thinking about how to develop a comprehensive TQM system, understanding customer needs, reducing frequency of service gaps to achieve customer satisfaction and loyalty. Therefore, this study mainly lies as what the service industry angle cuts into, in view of negotiable securities entrepreneur whether it can affect the degree of customers’ satisfaction and loyalty by way of the TQM execution. This study takes the cities of Hsin-Chu and Miao-Li of Taiwan its 402 customers of the securities industry as an object, by the structural equation model, discovered by way of the LISREL 8.51 real case study results. The customer satisfaction variable by way of the TQM variable adjustment, it positives influence of which customer loyalty.

Suggested Citation

  • Shun-Hsing Chen & Fei-Yun Chen & I-Ping Wu, 2014. "An Empirical Study of TQM Method Practices for Customer Satisfaction and Customer Loyalty," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(5), pages 18-31, May.
    • Handle: RePEc:hur:ijarbs:v:4:y:2014:i:5:p:18-31
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    References listed on IDEAS

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    3. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
    4. Corredor, Pilar & Goñi, Salomé, 2011. "TQM and performance: Is the relationship so obvious?," Journal of Business Research, Elsevier, vol. 64(8), pages 830-838, August.
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