aAssistant Professor, Management Department, Lorestan University, Lorestan, Iran
bPhD student, Management Department, Lorestan University, Lorestan, Iran
cMaster Student, Industrial Management
*Corresponding Author
Online published on 7 May, 2014.
This paper seeks to investigate the effects of TQM on employee and customer satisfaction. Statistical population includes customer and employees of electricity administration in Eslam Abad city that sixty from each of them selected randomly. For gathering data it's used from questionnaire. Measuring of TQM is done by a questionnaire with seven principles of TQM including senior management commitment, continous improvement, team work, training, customer focus, total involvement and cultural changes. For measuring employee or job satisfaction it's used from job description index(JDI) questionnaire with five components namely satisfaction with job, salary, supervision, colleague and promotion. Questionnaire of customer satisfaction is made-by-researchers. All of questions have Likert five-point scale. For analyzing data, Pearson correlation has been used. Results indicate direst and meaningful effects of TQM on both employee and customer satisfaction.
TQM, employee satisfaction, customer satisfaction
