Assessing the Influence of Total Quality Management on Customer Satisfaction in the Telecom Industry: A TQM–SERVQUAL Perspective

Total quality management (TQM) has become a reliable and customer satisfaction approach that can meet or exceed satisfaction. Previous studies have not really tied total in the aspects of SERVQUAL as major influence on Ghanaian telecommunication sector, thus need for this research. As continues to rise, customers expect service improve their The determines level industry, such telecom. Effective would result better quality. is arguably model assess effectiveness industry. aim study telecom industry from TQM–SERVQUAL perspective. relied questionnaires gather data about TQM services A self-completion questionnaire was administered employees MTN Ghana Vodafone Ghana. Both companies operate with same procedures equipment, hence use apparatus all contacted employees. There were 800 respondents both companies’ customers, although 850 administered. Descriptive statistical analysis used through questionnaire. investigators also ran preliminary tests reliability, validity, multicollinearity ascertain if received reasonable enough research fit expected model. collected analyzed inference drawn study. key finding states had significant impact It concluded positive Moreover, been detected variable achieving