Examining the perception of quality and customer satisfaction within the framework of total quality management in textile sector

Abstract

Today, meeting customer expectations is very important for firms to survive in the competitive market. Quality production features Total Quality Management (TQM) that becomes increasingly interesting topic in recent years. The goal of this study is to investigate the quality and customer satisfaction perceptions of textile firms operating in Denizli within the framework of TQM and to reveal differences between these enterprises which implement TQM and those do not. Also, the reasons for firms to perform or not to perform TQM practices, things required to be done for meeting customer expectations, some problems for firms which they met during the implementation of TQM and expectations of textile firms from other companies that they will work together have been explained. SPSS for Windows 16.0 package program is used for evaluating data. As a result, it is seen that TQM practices have a positive impact on quality and customer satisfaction.