Quality Management Practices and Their Impact on Organizational Performance, and Customer Behavior

Shammot, Marwan M.
July 2011
European Journal of Economics, Finance & Administrative Sciences;Jul2011, Issue 34, p155
Academic Journal
The article discusses a research and its findings on quality practices and their impact on the performance of organizations. The objectives of the study include defining quality as a tool of differentiation among brands and organizations, describing the role of quality elements in achieving customer satisfaction, and the purchasing decision of the customer. A sample of 40 customers of four pharmacies located in Amman is taken as the study population and secondary data was collected from the literature, books, previous researches and articles. A hypothesis based on total quality management(TQM) shows that there is a relationship between quality and customer satisfaction and also between employees' performance and the customer satisfaction.


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