Wen Jing
ABSTRACT
This study aimed to assess the correlation between the implementation of Total Quality Management (TQM) strategies at OPPO and customer satisfaction. A mixed-method research design was utilized, involving 640 participants, including managers, employees, and customers. The study examined various dimensions of TQM—processes, people, planning, and performance—and evaluated customer satisfaction in terms of tangibility, reliability, assurance, and empathy. The findings revealed significant differences in participants’ assessments based on age, educational attainment, and position within the company, indicating that these factors influence perceptions of TQM implementation and service quality. A strong positive correlation was identified between the extent of TQM strategy implementation and customer satisfaction, suggesting that greater adherence to TQM principles leads to higher satisfaction levels. However, challenges such as unclear guidance, insufficient employee training, and difficulties in executing strategies were also reported. In response, a structured action plan was developed to enhance the effectiveness of TQM strategies and improve both customer and employee satisfaction.
Keywords: Action plan, customer satisfaction, employee engagement, service quality, Total Quality Management strategies
https://doi.org/10.57180/nhdk3901