| dc.description.abstract | The topic of the study is to evaluate the effectiveness of Total Quality Management in the
lift industry in Kenya. Today, customers are demanding quality in products, services and
in life. They have become increasingly discerning and have started looking for options
more in tune with their basic needs, requirements and self esteem. In fact, they are
prepared to pay a premium for a quality product or service. One of the approaches that
seem to provide the solution to the aforesaid challenges is the management philosophy of
total quality management. Quality is among the most important factors for sustaining the
competitive advantage. It is the measurement of how well a company can meet or exceed
its customers' requirements and expectations.
Researches from established economies indicate that TQM is getting fast adopted in the
service industries and the impact can be measured as in the manufacturing sector.
Therefore there is a gap and there is need to determine TQM adoption and impact it has
in lift industry in Kenya as no study on the same could be traced to understand the
benefits accrued or make a comparative evaluation amongst players whom have already
adopted the practice.
The aim of this research was to explore the factors that affect the adoption of TQM
. practices and their perceived performance in the lift companies in Kenya. Establish the
factors that affect the adoption of TQM practices, to establish the relationship between
Total Quality Management practices and performance, benefits of TQM and Tools used
to enhance effectiveness of the practice. A self-administered questionnaire was developed
from the SERVQUAL instrument and distributed using a convenience sampling
technique to respective clients to determine their perceptions of service quality in Lift
Companies in Kenya. The Servqual model is designed to measure those components of
service that generate satisfaction within five dimensions, (Empathy, Assurance,
Tangibility, Reliability, & Responsiveness. The target population of the study was all the
registered lift company's in Kenya operating from Nairobi with other branches spread
across the country and beyond.
Data was analyzed through the use of quantitative and qualitative methods. Quantitative
Vll
will analyze numerical data obtained using closed end questions, qualitative to analyze
open end questions. Relationships between variables will be determined through
regression analysis.
The study undertook analysis of data collected by use of frequencies and percentages as
comparison tools to determine factors considered and affecting adoption of TQM
practices. The study found that lift services offered by the service provider were rated
medium. On investigating respondent's expectation on expectations on institutions
offering lift services was found to be to a great extent. On the perception of respondents
in terms of lift service provider tangibles, respondents indicated it was moderate, on lift
service provider reliability, respondents it to a great extent, on lift service provider
responsiveness, respondents indicated it to a moderate extent, on lift service provider
assurance, respondents indicated it to a great extent, on lift service provider empathy,
respondents indicated it to a great extent.
The study concludes that total quality management has a positive effect on customer's repatronage
intentions showing that both TQM and customer satisfaction have a crucial
role to play in the performance and survival of any Lift industry in the competitive
market. A close link between total quality management and user satisfaction. | en_US |
