Total Quality Management and Customer Loyalty: A Survey of the Quality Management

Thi Le Ha Nguyen

doi:doi:10.11648/j.ajmse.20210603.11

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Total Quality Management and Customer Loyalty: A Survey of the Quality Management

Thi Le Ha Nguyen

Published in American Journal of Management Science and Engineering (Volume 6, Issue 3)

Received: 16 June 2021 Accepted: 5 July 2021 Published: 13 July 2021

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Abstract

Objective: Total quality management (TQM) is a useful tool for improving the perceived service quality to increase the customers’ satisfaction (CS) and to maintain their loyalty. The purpose of this study examines TQM in relation to CS and loyalty. Method: A self-administered questionnaire was administered to the inpatients who were treated at the National Cancer Hospital, in Vietnam, in April 2018. A total of 516 documents used the analyzed procedure. The dataset was analyzed via the SPSS software 25.0, and the Amos 25.0. A confirmatory factor analysis was performed to test the structural equation modeling of the proposed hypotheses. Results: TQM directly influences CS and has a positive influence on loyalty. Our findings revealed that TQM is the key factor that directly influences CS and loyalty; CS performs a mediating role in the relationship between TQM and loyalty. Implications: The findings have implications for managers and policymakers that TQM factors include Process, Interaction, and Environment quality should be considered in planning with an aim to increase CS and to maintain their loyalty. Therefore, it increases profits for providers that contribute to sustainable survival in a competitive environment. Besides, satisfaction is a mediator factor of TQM and loyalty, so the service organization should consider customers’ satisfaction to maintain loyalty.

Published in	American Journal of Management Science and Engineering (Volume 6, Issue 3)
DOI	10.11648/j.ajmse.20210603.11
Page(s)	56-62
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2021. Published by Science Publishing Group

Keywords

Total Quality Management, Satisfaction, Loyalty

References

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APA Style

Thi Le Ha Nguyen. (2021). Total Quality Management and Customer Loyalty: A Survey of the Quality Management. American Journal of Management Science and Engineering, 6(3), 56-62. https://doi.org/10.11648/j.ajmse.20210603.11

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ACS Style

Thi Le Ha Nguyen. Total Quality Management and Customer Loyalty: A Survey of the Quality Management. Am. J. Manag. Sci. Eng. 2021, 6(3), 56-62. doi: 10.11648/j.ajmse.20210603.11

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AMA Style

Thi Le Ha Nguyen. Total Quality Management and Customer Loyalty: A Survey of the Quality Management. Am J Manag Sci Eng. 2021;6(3):56-62. doi: 10.11648/j.ajmse.20210603.11

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@article{10.11648/j.ajmse.20210603.11,
  author = {Thi Le Ha Nguyen},
  title = {Total Quality Management and Customer Loyalty: A Survey of the Quality Management},
  journal = {American Journal of Management Science and Engineering},
  volume = {6},
  number = {3},
  pages = {56-62},
  doi = {10.11648/j.ajmse.20210603.11},
  url = {https://doi.org/10.11648/j.ajmse.20210603.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajmse.20210603.11},
  abstract = {Objective: Total quality management (TQM) is a useful tool for improving the perceived service quality to increase the customers’ satisfaction (CS) and to maintain their loyalty. The purpose of this study examines TQM in relation to CS and loyalty. Method: A self-administered questionnaire was administered to the inpatients who were treated at the National Cancer Hospital, in Vietnam, in April 2018. A total of 516 documents used the analyzed procedure. The dataset was analyzed via the SPSS software 25.0, and the Amos 25.0. A confirmatory factor analysis was performed to test the structural equation modeling of the proposed hypotheses. Results: TQM directly influences CS and has a positive influence on loyalty. Our findings revealed that TQM is the key factor that directly influences CS and loyalty; CS performs a mediating role in the relationship between TQM and loyalty. Implications: The findings have implications for managers and policymakers that TQM factors include Process, Interaction, and Environment quality should be considered in planning with an aim to increase CS and to maintain their loyalty. Therefore, it increases profits for providers that contribute to sustainable survival in a competitive environment. Besides, satisfaction is a mediator factor of TQM and loyalty, so the service organization should consider customers’ satisfaction to maintain loyalty.},
 year = {2021}
}

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TY - JOUR
T1 - Total Quality Management and Customer Loyalty: A Survey of the Quality Management
AU - Thi Le Ha Nguyen
Y1 - 2021/07/13
PY - 2021
N1 - https://doi.org/10.11648/j.ajmse.20210603.11
DO - 10.11648/j.ajmse.20210603.11
T2 - American Journal of Management Science and Engineering
JF - American Journal of Management Science and Engineering
JO - American Journal of Management Science and Engineering
SP - 56
EP - 62
PB - Science Publishing Group
SN - 2575-1379
UR - https://doi.org/10.11648/j.ajmse.20210603.11
AB - Objective: Total quality management (TQM) is a useful tool for improving the perceived service quality to increase the customers’ satisfaction (CS) and to maintain their loyalty. The purpose of this study examines TQM in relation to CS and loyalty. Method: A self-administered questionnaire was administered to the inpatients who were treated at the National Cancer Hospital, in Vietnam, in April 2018. A total of 516 documents used the analyzed procedure. The dataset was analyzed via the SPSS software 25.0, and the Amos 25.0. A confirmatory factor analysis was performed to test the structural equation modeling of the proposed hypotheses. Results: TQM directly influences CS and has a positive influence on loyalty. Our findings revealed that TQM is the key factor that directly influences CS and loyalty; CS performs a mediating role in the relationship between TQM and loyalty. Implications: The findings have implications for managers and policymakers that TQM factors include Process, Interaction, and Environment quality should be considered in planning with an aim to increase CS and to maintain their loyalty. Therefore, it increases profits for providers that contribute to sustainable survival in a competitive environment. Besides, satisfaction is a mediator factor of TQM and loyalty, so the service organization should consider customers’ satisfaction to maintain loyalty.
VL - 6
IS - 3
ER -

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Author Information

Thi Le Ha Nguyen

University of Medicine and Pharmacy, Vietnam National University, Hanoi, Vietnam

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APA Style

Thi Le Ha Nguyen. (2021). Total Quality Management and Customer Loyalty: A Survey of the Quality Management. American Journal of Management Science and Engineering, 6(3), 56-62. https://doi.org/10.11648/j.ajmse.20210603.11

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ACS Style

Thi Le Ha Nguyen. Total Quality Management and Customer Loyalty: A Survey of the Quality Management. Am. J. Manag. Sci. Eng. 2021, 6(3), 56-62. doi: 10.11648/j.ajmse.20210603.11

Copy | Download

AMA Style

Thi Le Ha Nguyen. Total Quality Management and Customer Loyalty: A Survey of the Quality Management. Am J Manag Sci Eng. 2021;6(3):56-62. doi: 10.11648/j.ajmse.20210603.11

Copy | Download

@article{10.11648/j.ajmse.20210603.11,
  author = {Thi Le Ha Nguyen},
  title = {Total Quality Management and Customer Loyalty: A Survey of the Quality Management},
  journal = {American Journal of Management Science and Engineering},
  volume = {6},
  number = {3},
  pages = {56-62},
  doi = {10.11648/j.ajmse.20210603.11},
  url = {https://doi.org/10.11648/j.ajmse.20210603.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajmse.20210603.11},
  abstract = {Objective: Total quality management (TQM) is a useful tool for improving the perceived service quality to increase the customers’ satisfaction (CS) and to maintain their loyalty. The purpose of this study examines TQM in relation to CS and loyalty. Method: A self-administered questionnaire was administered to the inpatients who were treated at the National Cancer Hospital, in Vietnam, in April 2018. A total of 516 documents used the analyzed procedure. The dataset was analyzed via the SPSS software 25.0, and the Amos 25.0. A confirmatory factor analysis was performed to test the structural equation modeling of the proposed hypotheses. Results: TQM directly influences CS and has a positive influence on loyalty. Our findings revealed that TQM is the key factor that directly influences CS and loyalty; CS performs a mediating role in the relationship between TQM and loyalty. Implications: The findings have implications for managers and policymakers that TQM factors include Process, Interaction, and Environment quality should be considered in planning with an aim to increase CS and to maintain their loyalty. Therefore, it increases profits for providers that contribute to sustainable survival in a competitive environment. Besides, satisfaction is a mediator factor of TQM and loyalty, so the service organization should consider customers’ satisfaction to maintain loyalty.},
 year = {2021}
}

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