IMPACT OF TOTAL QUALITY MANAGEMENT TECHNIQUES ON CONSUMERS SATISFACTION IN KADUNA WATER CORPORATION, KADUNA
Abstract
Total Quality Management (TQM) is a holistic approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. This essay delves into the impact of TQM techniques on consumer satisfaction within the Kaduna Water Corporation, located in Kaduna State, Nigeria. Given the pivotal role of water supply in public health and socioeconomic development, understanding how TQM can enhance service delivery is crucial for stakeholder engagement and sustainability. This exploration examines the principles and practices of TQM, their integration within the operational framework of the Kaduna Water Corporation, and the subsequent effects on consumer satisfaction levels. The findings reveal a strong correlation between the adoption of TQM practices and heightened consumer satisfaction, underscoring the importance of quality management in public utilities. The essay concludes with recommendations for the effective implementation of TQM strategies to further improve customer experiences in the water supply sector.
Full-Text Access Notice
In accordance with the NERD Policy on promoting peer-reviewed publication, public access to the full text of a project, thesis or dissertation is restricted for three years, allowing the author and supervisors sufficient time to pursue peer-reviewed publication.
During this period, researchers with legitimate academic or research purposes may request authorisation directly from the author to enable NERD to release the indexed full texts of the work using the form below.