Impact of MBNQA Criteria on Customer Satisfaction in Modern Retail Chain Stores: an Empirical Study in Context of Developing Countries like Pakistan

Komal Nadeem, Attique-ur-Rehman, Muhammad Furqan, Muhammad Omer Tariq and Ali Akbar Khan
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Komal Nadeem: Lecturer, BETS Institute, Lahore
Attique-ur-Rehman: Lecturer, University of Veterinary and Animal Sciences, Lahore
Muhammad Furqan: MS Scholar, National College of Business Administration and Economics (LBU Campus), Lahore
Muhammad Omer Tariq: MS Scholar, National College of Business Administration and Economics (LBU Campus), Lahore
Ali Akbar Khan: MS Scholar, National College of Business Administration and Economics (LBU Campus), Lahore

Bulletin of Business and Economics (BBE), 2014, vol. 3, issue 4, 182-195

Abstract: This explanatory study investigates the strategic effect of TQM factors modeled by the MBNQA criteria on customer satisfaction in modern retail industry of Pakistan. The factors comprise leadership, strategy and planning, information and analysis, customer focus, people management and process management. The data were gathered from 129 employees from various departments of modern trade stores. The statistical analysis concludes that the overall regression model is highly significant. Customer focus and process management were found to be the enablers with highest level of significance when correlated with customer satisfaction i.e. 64.7% and 63.9%. However, an anomaly was seen in the case of strategy and planning which showed a non-significant negative relationship. The findings of this research can prove to be of high value for policy makers in these organizations and those who intend to take this field as a new venture.

Keywords: MBNQA; Strategic Effect; Customer Satisfaction; Retail Industry; Leadership; Strategy and Planning; Information and Analysis; Customer Focus; People Management; Process Management. (search for similar items in EconPapers)
Date: 2014
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