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The link between quality management and Muslim customer satisfaction
Zulnaidi Yaacob1.
This paper reports the relationship between quality management (QM) and Muslim customer satisfaction. Data were gathered from 276 respondents from business and public firms. This study was motivated by claims about QM as a universally applied strategy having achieved mixed result, as revealed by previous studies. However the effect of QM on Muslim customer satisfaction has yet to be empirically reported. From this study, results indicated the outcome of hypotheses for the relationship between QM and Muslim customer satisfaction was mixed. Out of three QM practices tested (management commitment, customer focus, and continuous improvement), only customer focus was found significant. In addition to testing the relationship which is relatively unexplored in the literature, this study also enriches the literature by measuring customer satisfaction from the Islamic perspective. Although customer satisfaction has been extensively investigated in the literature, there are very few studies, if any, that have developed and used the Islamic perspective in measuring customer satisfaction, what more a study on the Muslim customer. This paper also discusses about the implications related to the findings.
Affiliation:
- Universiti Sains Malaysia, Malaysia
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Indexation |
Indexed by |
MyJurnal (2019) |
H-Index
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0 |
Immediacy Index
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0.000 |
Rank |
0 |
Indexed by |
Scopus (SCImago Journal Rankings 2016) |
Impact Factor
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- |
Rank |
Q3 (Business and International Management) Q4 (Economics and Econometrics) Q4 (Finance) Q4 (Strategy and Management) |
Additional Information |
0.144 (SJR) |
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