INFLUENCE OF SELECTED TOTAL QUALITY MANAGEMENT PRACTICES ON CUSTOMER SATISFACTION IN QUICK-SERVICE RESTAURANTS IN NAIROBI CITY, KENYA

Kennedy, Wadhir

dc.contributor.author	Kennedy, Wadhir
dc.date.accessioned	2020-08-28T07:47:56Z
dc.date.available	2020-08-28T07:47:56Z
dc.date.issued	2019
dc.identifier.uri	https://ir.gretsauniversity.ac.ke/xmlui/handle/20.500.12736/1310
dc.description.abstract	Total quality management (TQM) refers to a management system which may significantly influence an organization performance. One way of ensuring delivery of quality services in hotels and restaurants is through TQM. The TQM has been implemented in the hotel industry, but there is paucity of literature about it in this particular industry. Therefore, the purpose of this study is to examine the influence of selected TQM practices (organizational leadership, customer focus, and human resource focus) on customer satisfaction in quick-service restaurants in Nairobi Central Business District (CBD). A descriptive cross-sectional study of 100 employees working in quick-service restaurants through researcher administered questionnaires was conducted. The target population for the study was all quick-service restaurants whereas the unit of analysis were employees working in quick-service restaurants. In addition, the study used stratified and convenience sampling techniques to select the required number of the respondents. All variables were measured using adapted and modified constructs from previous researches. Self-administered questionnaires were used to collect data. Content validity was used to assess the validity of the questionnaire. Reliability of the constructs was examined using Cronbach’s Alpha coefficient technique. Descriptive statistics (frequencies, percentages, means, and standard deviations) and inferential statistics (correlation analysis) were used to analyze quantitative data. Correlation analysis was used to test the study hypotheses in line with the study objectives. The researcher obtained permission approvals from respective supervisors before data collection. Correlation analysis revealed positive and statistically relationships among the study independent variables (TQM organizational leadership, TQM HR focus, and TQM customer focus) and customer satisfaction	en_US
dc.publisher	Gretsa University	en_US
dc.subject	Customer Focus, Human Resource Focus, Organizational Leadership, Total Quality Management	en_US
dc.title	INFLUENCE OF SELECTED TOTAL QUALITY MANAGEMENT PRACTICES ON CUSTOMER SATISFACTION IN QUICK-SERVICE RESTAURANTS IN NAIROBI CITY, KENYA	en_US