The Effect of Total Quality Management on Customer Satisfaction in the Downstream Petroleum Sector in Ghana
Abstract:
Despite the introduction of Total Quality
Management (TQM), there is a general observation of customer dissatisfaction surrounding
service provision by the companies in the downstream petroleum sector in Ghana.
This research sought to assess the impact of TQM on customer satisfaction with regards
to the downstream petroleum sector in Ghana. A sample size of 360 respondents, consisting
of 290 customers, 60 staffs and 10 management staffs across different companies
within Accra was used for the study. The study revealed that successful implementation
of TQM has a major and significant impact on customers’ satisfaction. TQM relies
of the principle of stakeholder participation and involvement. There was however
a shortfall with this principle as it was identified that staff of companies within
the industry did not adequately involve themselves in rolling out the TQM concept.
The study recommends management of the company to ensure full participation of all.
The study revealed that the successful implementation of TQM has a significant effect
customer satisfaction. However, the principle of participation and involvement by
staff in the quality management chain was found not to be encouraging as staffs
have not been adequately involved in rolling out the TQM concept in their companies.
The study concludes that management of the companies in the sector should ensure
full participation of all employees in the implementation of TQM through effective
communication mechanisms to integrate quality disciplines into the culture and quality
service activities of the company.
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