Impact of MBNQA Criteria on Customer Satisfaction in Modern Retail Chain Stores: an Empirical Study in Context of Developing Countries like Pakistan
Komal Nadeem, Attique-ur-Rehman, Muhammad Furqan, Muhammad Omer Tariq & Ali Akbar Khan
Nadeem, K., ur Rehman, A., Furqan, M., Tariq, M. O., & Khan, A. A. (2014). Impact of MBNQA Criteria on Customer Satisfaction in Modern Retail Chain Stores: An Empirical Study in Context of Developing Countries like Pakistan. Bulletin of Business and Economics, 3(4), 182-195.
This explanatory study investigates the strategic effect of TQM factors modeled by the MBNQA criteria on customer satisfaction in modern retail industry of Pakistan. The factors comprise leadership, strategy and planning, information and analysis, customer focus, people management and process management. The data were gathered from 129 employees from various departments of modern trade stores. The statistical analysis concludes that the overall regression model is highly significant. Customer focus and process management were found to be the enablers with highest level of significance when correlated with customer satisfaction i.e. 64.7% and 63.9%. However, an anomaly was seen in the case of strategy and planning which showed a non-significant negative relationship. The findings of this research can prove to be of high value for policy makers in these organizations and those who intend to take this field as a new venture.
MBNQA, Strategic Effect, Customer Satisfaction, Retail Industry, Leadership, Strategy and Planning, Information and Analysis, Customer Focus, People Management, Process Management.
Research Foundation for Humanity (RFH)
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