System Engineering and Productivity

System Engineering and Productivity

Investigating the Factors Affecting the Implementation of Total Quality Management and its Impact on Customer Attraction (a Case Study in Tehran Railway Company)

Document Type : Research Paper

Authors
Masoumeh Aliverdilo 1
Ali Mohammad Ahmadvand 2
1 M.Sc., Department of Industrial Engineering, Faculty of Industrial Engineering, University of Eyvanekey, Eyvanekey, Iran
2 Corresponding author: Professor, Department of Industrial Engineering, Faculty of Industrial Engineering, University of Eyvanekey, Eyvanekey, Iran
10.22034/sep.2023.706142
Abstract
Today, most organizations have realized that in order to survive, they must improve quality for a worthy presence in the global arena. The key to solving this problem that all organizations are struggling with is summarized in the category of total quality management (TQM). In fact, today is the era of customer orientation and audience orientation, and the success of any organization is directly related to the level of attention it pays to the customer, his demands, and the quality of services and products. The purpose of this research is to investigate the factors affecting the implementation of total quality management and its impact on customer attraction in Tehran Railway Company. The present research is of a descriptive-correlation type and was conducted in a field and library manner. The statistical population of Tehran Railway managers and experts and with a statistical sample obtained using the Cochran formula, was 352 people. To collect data, two questionnaires were used: Total Quality Management and Customer, which were conducted using the partial least squares method, and SPSS and SMART PLS software were used to analyze the data. The results of the study showed that in implementing Total Quality Management, support from top managers and employee recognition and training do not have a significant effect on customer attraction. At the same time, in implementing Total Quality Management, cultural factors, employee satisfaction, and employee participation in decision-making have a positive and significant effect on customer attraction.
Keywords
Total quality management
Factors affecting total quality management
Customer satisfaction
Customer attraction

Copyright ©, Masoumeh Aliverdilo, Ali Mohammad Ahmadvand

 

License

This article is released under the Creative Commons Attribution (CC BY 4.0) license. Anyone is free to copy, share, translate, and adapt this article for any purpose, whether commercial or non-commercial, as long as proper citation is given to the authors and original publication.

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شماره53و54
System Engineering and Productivity
Volume 3, Issue 1 - Serial Number 6
Serial No. 6, Spring Quarterly
Spring 2023
Pages 41-65

  • Receive Date 09 May 2022
  • Revise Date 11 February 2023
  • Accept Date 22 April 2023
  • First Publish Date 22 May 2023
  • Publish Date 22 May 2023