Impact of Implementation of Quality Management System on customer Satisfaction: A Study of Selective Lahore Based Companies

Abstract

The aim of this study is to examine the Impact of implementation of Quality management System (QMS) on Customer Satisfaction (CS). The variables of Quality management System (QMS) are based upon the framework of total quality management (TQM). So the effect of four variables, Leadership, Relationship with Supplier, Employee involvement and continuous process improvement has been observed on Customer satisfaction (the dependent variable). The study examined the responses of 96 customers of the two organizations of Lahore-Pakistan working in the construction industry, i.e. NESPAK and DESCON. The structured questionnaire was circulated, and the questions asked covered the information about the Leadership, Relationship with Supplier, Employee involvement and continuous process improvement. The outcomes of the research provide support for the anticipated hypothesis; representing that there is a significant relationship between Leadership, Relationship with Supplier, Employee involvement and continuous process improvement in this study. The findings of this study for organizations working in construction industry are quite important, properly designed Leadership program is very important for the Customer satisfaction as well as for the improvement of quality in their service