Issues and Challenges of Total Quality Management Practices On Customer Satisfaction

  • Osoko Onyike Osoko UNISZA
  • Habsah Binti Muda Faculty of Business and Management, Universiti Sultan Zainal Abidin, 21300 Kuala Nerus, Terengganu. Malaysia
Keywords: Total quality management, customer satisfaction, issues and challenges


Total quality management practices and customer satisfaction are contemporary concerns most especially in the service sector. While analysing the issues and challenges, experts believe that customer is dissatisfied with corporate organisation and establishment due to the ineffectiveness of total quality management practices. However, this review present, investigates and identifies the challenges of total quality management practices on customer satisfaction. The review further highlights key dimensions of total quality management practices with relevant theories influencing customer satisfaction. Although, the previous association between both components holds some contradictions. However, regardless of the conceptual review, there is evidence that total quality management dimensional factors could be factors to enhance customer satisfaction. Hence, policymakers could formulate policies to drive satisfied customers and build on existing knowledge on total quality management practices. Therefore, the study further suggests that empirical research should be examined on the factors presented. Thus, implications are further discussed in the study.


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How to Cite
Onyike Osoko, O., & Habsah Binti Muda. (2021). Issues and Challenges of Total Quality Management Practices On Customer Satisfaction. The Journal of Management Theory and Practice (JMTP), 2(2), 12-19.
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