Table of Contents
Title Page
Abstract
Chapter One: Introduction
1.1 Background to the Study
1.2 Statement of the Problem
1.3 Objectives of the Study
1.4 Research Questions
1.5 Research Hypothesis
1.6 Significance of the Study
1.7 Scope of the Study
1.8 Limitations of the Study
1.9 Organization of the Study
1.10 Definition of Terms
1.10.1 Total Quality Management
1.10.2 Customer Focus
1.10.3 Continuous Improvement
1.10.4 Employee Involvement
1.10.5 Customer Satisfaction
Chapter Two: Review of Related Literature
2.1 Introduction
2.2 Theoretical Review
2.2.1 Deming's Theory of Total Quality Management
2.2.2 Total Quality Management Theory
2.2.3 Resource-Based View Theory
2.3 Conceptual Review
2.3.1 Concept of Total Quality Management
2.3.2 Customer Focus
2.3.3 Continuous Improvement
2.3.4 Employee Involvement
2.3.5 Top Management Commitment
2.3.6 Quality Assurance
2.3.7 Quality Control
2.3.8 Customer Feedback
2.3.9 Product Quality
2.3.10 Customer Satisfaction
2.4 Empirical Review
References
Chapter Three: Research Methodology
3.1 Introduction
3.2 Research Design
3.3 Population of the Study
3.4 Sample Size Determination
3.5 Sampling Technique
3.5.1 Sampling Technique for Employees
3.5.2 Sampling Technique for Customers
3.6 Sources of Data
3.6.1 Primary Data
3.6.2 Secondary Data
3.7 Research Instrument
3.8 Validity of the Research Instrument
3.9 Reliability of the Research Instrument
3.10 Method of Data Collection
3.11 Method of Data Analysis
3.11.1 Descriptive Statistics
3.11.2 Inferential Statistics
3.11.3 Hypothesis Testing
3.12 Ethical Considerations
3.13 Limitations of the Methodology
3.14 Summary of Methodology
Chapter Four: Data Analysis and Interpretation
4.1 Introduction
4.2 Response Rate
4.3 Demographic Characteristics of Respondents
4.3.1 Gender Distribution of Respondents
4.3.2 Age Distribution of Respondents
4.3.3 Educational Qualification of Respondents
4.3.4 Department Distribution of Employee Respondents
4.3.5 Length of Service of Employee Respondents
4.3.6 Frequency of Purchase by Customer Respondents
4.4 Descriptive Analysis of Research Variables
4.4.1 Customer Focus
4.4.2 Continuous Improvement
4.4.3 Employee Involvement
4.4.4 Customer Satisfaction
4.4.5 Customer Focus and Customer Satisfaction
4.4.6 Continuous Improvement and Customer Satisfaction
4.4.7 Employee Involvement and Customer Satisfaction
4.4.8 Multiple Regression Analysis
4.5 Test of Hypotheses
4.5.1 Test of Hypothesis One
4.5.2 Test of Hypothesis Two
4.5.3 Test of Hypothesis Three
4.6 Discussion of Findings
4.7 Summary of Findings
4.8 Conclusion
Chapter Five: Summary, Conclusion and Recommendations
5.1 Introduction
5.2 Summary of the Study
5.3 Summary of Findings
5.4 Conclusion
5.5 Recommendations
5.6 Contribution to Knowledge
5.7 Limitations of the Study
5.8 Suggestions for Further Research
5.9 Chapter Summary
Research Questionnaire
Section A: Demographic Information
Section B: Customer Focus
Section C: Continuous Improvement
Section D: Employee Involvement
Section E: Customer Satisfaction
Section F: Open-Ended Questions
Section G: Additional Comments
