Abstract
The purpose of this research is to understand the complex relationship between the TQM implementation levels and employee/customer satisfaction scores in software development industry. The research is based on cross-sectional design. This study has been undertaken, specifically for the software development organizations operating in Chandigarh, Panchkula and Mohali. A total of 165 respondents were selected using convenient sampling. Descriptive statistics and T test were used to find, if there was any significance difference between employee/customer satisfaction scores of organizations with different TQM levels. A consolidated TQM score was calculated considering four TQM elements, viz. Total Management Commitment, Customer Focus, People Management and Continuous improvements, for this study. The results showed that TQM implementation impacts the employee and customer satisfaction scores, significantly. The uniqueness of this study comes from the combination of the geographic region covered and the sector studied.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: JIMS8M: The Journal of Indian Management & Strategy
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
