THE IMPACT OF QUALITY CULTURE ON CUSTOMER RELATIONSHIP. EMPIRICAL STUDY IN THE INDUSTRIAL COMPANIES FROM THE NORTH-WEST OF ROMANIA

Liviu Ilies, Horatiu Catalin Salagean and Florin Estefan

Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, 2015, vol. 9, issue 1, 758-766

Abstract: The general objective of the research was to develop a model of analysis and evaluation of total quality management system in order to identify key factors and best practices that determine total quality management system performance in order to its improvement in the metal construction industry organizations from the north-western Romania. So we formulated and analyzed the factors that contribute to successful development and implementation of total quality management system. We identified and analyzed the specific factors and variables that determine the total quality management system performance. We conducted correlation analysis of the studied variables, respectively we have increased the level of abstractization of the model by creating a global variable that synthesized the internal characteristics specific to the total quality management system from the organizations that were part of the sample. We developed regression models through which we explained and we made predictions about variables variation which synthesize quality culture, respectively the customers’ relationship. In this article we present only two dimensions analyzed, namely the “quality culture and customer relationship.

Keywords: Quality; total quality management; total quality management system; quality culture; customer relationship. (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:rom:mancon:v:9:y:2015:i:1:p:758-766

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