EVALUATION OF THE IMPACT OF QUALITY MANAGEMENT SYSTEMS ON CUSTOMER SATISFACTION.

EVALUATION OF THE IMPACT OF QUALITY MANAGEMENT SYSTEMS ON CUSTOMER SATISFACTION.

Abstract:
In today’s competitive business environment, organizations are increasingly recognizing the importance of implementing effective Quality Management Systems (QMS) to enhance their product and service quality. The primary objective of this study is to evaluate the impact of QMS on customer satisfaction and explore the relationship between these two critical factors.

This research employs a comprehensive and systematic approach to assess the influence of QMS on customer satisfaction. A mixed-methods research design will be utilized, incorporating both quantitative and qualitative data collection techniques. The quantitative phase involves administering surveys to a sample of customers from various industries, while the qualitative phase includes interviews with key stakeholders, such as quality managers and customer service representatives.

The study will focus on several key dimensions of QMS, including quality planning, quality control, quality assurance, and continuous improvement. Customer satisfaction will be evaluated based on various indicators, such as customer loyalty, repeat purchase behavior, and customer feedback.

Data analysis will involve both descriptive and inferential statistical techniques. Descriptive statistics will be used to examine the key characteristics of the sample, while inferential statistics, such as regression analysis, will determine the strength and significance of the relationship between QMS and customer satisfaction.

The anticipated findings of this study will contribute to the existing body of knowledge by providing empirical evidence on the impact of QMS on customer satisfaction. The results will offer valuable insights for organizations seeking to enhance their quality management practices and improve customer satisfaction levels.

The implications of this research are significant for both academia and industry. From an academic perspective, this study will expand the understanding of the role of QMS in influencing customer satisfaction. Practically, the findings will guide organizations in developing effective strategies to implement and optimize their QMS, ultimately leading to increased customer satisfaction, loyalty, and long-term business success.

Keywords: Quality Management Systems, QMS, customer satisfaction, quality planning, quality control, quality assurance, continuous improvement, customer loyalty, repeat purchase behavior, empirical evidence.

EVALUATION OF THE IMPACT OF QUALITY MANAGEMENT SYSTEMS ON CUSTOMER SATISFACTION. GET MORE PRODUCTION AND OPERATION MANAGEMENT PROJECT TOPICS AND MATERIALS

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