IDEAS home Printed from https://ideas.repec.org/a/icu/journl/v23y2013i1p151-165.html
   My bibliography  Save this article

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

Author

Listed:
  • Ali GORENER

    (Istanbul Ticaret Universitesi)

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.

Suggested Citation

  • Ali GORENER, 2013. "Investigation Of Stakeholders’ Satisfaction In The Context Of Total Quality Managament: An Application In The Service Sector," Istanbul Commerce University Journal of Social Sciences, Istanbul Commerce University, vol. 23(1), pages 151-165.
  • Handle: RePEc:icu:journl:v:23:y:2013:i:1:p:151-165
    as

    Download full text from publisher

    File URL: http://www.ticaret.edu.tr/RePEc/icu/journl/s23/9_151_165_Sosyal_23.pdf
    Download Restriction: no

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. 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). General contact details of provider: http://edirc.repec.org/data/iticutr.html .

    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.

    We have no references for this item. You can help adding them by using 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 RePEc Author Service 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.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.