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C/OM/362. Dissertation. Total Quality Management and Customer Satisfaction in Saudi Arabian Telecom Industry

WORDS:
12050
DATE:
2011
PRICE:
129.99 GBP

The dissertation examines the effectiveness of the total quality management (TQM) approach used within the Saudi Arabian telecommunications industry. Literature is reviewed on the background of Saudi telecom services, TQM principles and practices, leadership roles, employee involvement, customer satisfaction, etc. The methodology of the research is based on secondary data and primary data collected from interviews and questionnaires in telecomm companies in Saudi Arabia including the telecom giant Saudi Telecom Company (STC). Conclusions are made about the importance of TQM practices for increasing the customer satisfaction and retention. Recommendations are suggested about the ways to enhance strategic competitive advantage and improve TQM techniques in telecom companies.

 

KEYWORDS: Dissertation, Total Quality Management, TQM, Customer Satisfaction, Telecom Industry, Saudi Arabia, Saudi Telecom Company, STC,

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