Abstract: The purpose of the study was to investigate on the effects of total quality management on customer satisfaction; a case study of Nakuru water sewerage and sanitation company limited (NAWASSCO) situated in Nakuru county in Nakuru town. The background of the study outlined the evolvement of TQM and how different TQM Gurus viewed quality and gives different definitions of quality by these Gurus. It goes further to explain the demand by customer for superior quality of products and services and the global market becoming competitive. Statement of the problem outlined the justification of carrying out the study. The specific objectives of the study were; to find out effect of supplier evaluation processes on customer satisfaction, to examine the impacts of inspection of receivables on customer satisfaction, to find the effect of quality assurance practices on customer satisfaction and to find out the effect of continuous improvement on customer satisfaction. Objectives of the study showed how the factors outlined by the researcher have an effect on total quality management for customer satisfaction; research questions of the study seek to find out how the factors outlined by the researcher affect total quality management on customer satisfaction, limitations of the study showed the problems that limited the study. The scope of the study outlined what the research covered and what the study was all about. The study outlined details of literature review, theories of what scholars have said on TQM; the study also outlined details of critical review and gaps to be filled where the literature review is criticized; and a conceptual frame work that showed the relationship between independent variables and dependent variable. The researcher used descriptive research design for the study design; used questionnaires to collect primary data. The researcher outlined details of data analysis methods. Primary data was collected using questionnaires and presented using bar graphs, tables and pie charts, a summary of data analysis was given. A summary of the finding according to key research questions was given in chapter five; the researcher concluded that supplier evaluation, inspection of receivables, quality assurance and continuous improvement affected greatly the end result of the products and services hence having an effect on customer satisfaction; and recommended ways that would improve the quality of products and services for customer satisfaction; the researcher gave suggestions for further studies and finally gave all the references used in the study.
Keywords: Nakuru water sewerage and sanitation company limited, customer satisfaction, TQM.
Title: EFFECT OF TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION ON PROJECT MANAGEMENT: A CASE OF NAKURU WATER SEWERAGE AND SANITATION SERVICE COMPANY-NAWASSCO
Author: NG’ANG’A DANIEL WAITHAKA, DR ASSUMPTAH .W. KAGIRI
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Research Publish Journals
