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

Shun-Hsing Chen, Fei-Yun Chen and I-Ping Wu

International Journal of Academic Research in Business and Social Sciences, 2014, vol. 4, issue 5, 18-31

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.

Keywords: Total quality management (TQM); Customer satisfaction; Customer loyalty; Structural equation model (SEM) (search for similar items in EconPapers)
Date: 2014
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