INTERNAL CUSTOMER JOB SATISFACTION AND ROLE OF TQM PRACTICES

Dr. Aamir Ijaz (), Dmh Dr. Kee () and S. M. Irfan ()
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Dr. Aamir Ijaz: Institute of Quality and Technology Management, University of the Punjab, Lahore, Pakistan
Dmh Dr. Kee: University of Sains Malaysia, Malaysia
S. M. Irfan: COMSATS Institute of Information Technology, Lahore, Pakistan

Far East Journal of Psychology and Business, 2012, vol. 6 No 2 Paper 1 February, issue 1, 1-14

Abstract: In Pakistan, industry both in manufacturing and industrial sector is facing a number of internal as well as external challenges to sustain and maintain their survival. Quality is the only way that enables them to face these challenges by utilizing the available talent to gain the competitive edge. This study aims to investigate the relationship between total quality management (TQM) practices and internal customer (employees) satisfaction at workplace. TQM focuses on delivering quality and innovative product or services at the lowest cost first time and every time to their external customers (directly affected by company’s products) but it cannot be achieved without the satisfaction of internal customers’ means employees of the organization. Five most common and basic TQM practices were selected from the available literature; Leadership role, training and education, empowerment, reward and recognition, employees involvement and cooperation and teamwork for this study. Only ISO implemented service and manufacturing organizations were selected for this study.

Keywords: TQM Practices; Internal Customer Satisfaction; Structure Equation Modeling; Job Satisfaction (search for similar items in EconPapers)
JEL-codes: M1 (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (2)

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