1PHD Scholar, Business Management, Chandigarh University
2Associate Professor, University School of Business, Chandigarh University
Online published on 12 February, 2019.
The purpose of this research is to understand the complex relationship between the TQM implementation levels and employee/customer satisfaction scores in software development industry. The research is based on cross-sectional design. This study has been undertaken, specifically for the software development organizations operating in Chandigarh, Panchkula and Mohali. A total of 165 respondents were selected using convenient sampling. Descriptive statistics and T test were used to find, if there was any significance difference between employee/customer satisfaction scores of organizations with different TQM levels. A consolidated TQM score was calculated considering four TQM elements, viz. Total Management Commitment, Customer Focus, People Management and Continuous improvements, for this study. The results showed that TQM implementation impacts the employee and customer satisfaction scores, significantly. The uniqueness of this study comes from the combination of the geographic region covered and the sector studied.
TQM, quality, customer satisfaction, employee satisfaction, Total Management commitment, People Management, Customer Focus, Continuous Improvement, T test
