Total Quality Management and Customer Loyalty: A Survey of the Quality Management
Issue:
Volume 6, Issue 3, May 2021
Pages:
56-62
Received:
16 June 2021
Accepted:
5 July 2021
Published:
13 July 2021
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.
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 ...
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Decentralized Urban Governance and Water Supply Service Delivery in Ethiopia: The Case of Adama City
Issue:
Volume 6, Issue 3, May 2021
Pages:
63-76
Received:
8 May 2021
Accepted:
5 July 2021
Published:
13 July 2021
Abstract: Through devolving political powers, financial resources and administrative responsibilities to urban local government level, municipal decentralization in Ethiopia is largely intended to improve public service delivery. In this perspective, the aim of this study is to analyze whether the decentralization process has empowered the urban local governments to meet the demands for potable water supply services. The study relies on a case study design with particular reference to the city of Adama. It uses an extensive data collection, including key informant interviews, administrative and fiscal data. The analysis makes effective use of all these materials to investigate the effect of decentralization policy on water supply service delivery and local governance processes in Adama. The study found out that decentralized urban governance has been ineffective in the delivery of water supply service in Adama. This is because; firstly, the city lacks legal and institutional security. This makes it politically dependent upon the upper level regional state government. Secondly, contrary to the logic of ‘Enterprise model’ of water supply, the hierarchical political culture and the upward accountability of the Enterprise’s Manager have reinforced the political control from above. Thirdly, the power to determine the structure, technical and financial sources of the city’s water-supply project has been granted to regional water Bureau, while Adama water supply enterprise is practically required to provide water supply service to the residents. Fourthly, the decentralized urban water-service delivery is incompatible with the rapid and mostly informal pace of urbanization of Adama; and the city’s horizontal physical expansion and demographic changes have already gone beyond the pressure zones for the water supply distribution system. Finally, the coordination and partnership among the multilevel water institutions -at federal, state and local governments- were mainly observed at times of water crises to moderate political and electoral contingencies. The implication is that for the urban local government to deliver effective water-supply service, this study contends, decentralization process needs to ensure adequate local capacity and effective coordination and partnership between the multilevel water institutions and stakeholders.
Abstract: Through devolving political powers, financial resources and administrative responsibilities to urban local government level, municipal decentralization in Ethiopia is largely intended to improve public service delivery. In this perspective, the aim of this study is to analyze whether the decentralization process has empowered the urban local govern...
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