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全面质量管理在提高海湾合作委员会（GCC）国家客户满意度方面的作用。

The role of total quality management in enhancing customer satisfaction in Gulf Cooperation Council (GCC) countries.

作者信息

Alsaqer Saud, Katar Ihab, Abdelhadi Abdelhakim

机构信息

Master in Engineering Management, College of Engineering, Prince Sultan University, Riyadh 11586, Saudi Arabia.

出版信息

MethodsX. 2024 Jul 6;13:102854. doi: 10.1016/j.mex.2024.102854. eCollection 2024 Dec.

DOI:10.1016/j.mex.2024.102854
PMID:39105096
原文链接:https://pmc.ncbi.nlm.nih.gov/articles/PMC11299596/
Abstract

This study examined the role of Total Quality Management (TQM) practices, specifically continuous improvement, customer focus, process management, and employee engagement, in advancing sustainability and enhancing customer satisfaction in the telecommunications sector, focusing on three firms in Gulf Cooperation Council (GCC) countries. Secondary quantitative data from quarterly reports (2019-2023) were analyzed using descriptive, correlation, and regression methods with STATA software.•The findings indicated an increase in net promoter score over the study period, reflecting firms' commitment to addressing changing customer needs.•Employee engagement and process management had a positive and statistically significant effect on customer satisfaction.•Integrating TQM practices to enhance customer satisfaction in telecommunications.

摘要

本研究考察了全面质量管理（TQM）实践，特别是持续改进、客户关注、流程管理和员工敬业度，在推进可持续发展以及提高电信行业客户满意度方面所起的作用，重点关注海湾合作委员会（GCC）国家的三家公司。使用STATA软件，采用描述性、相关性和回归方法，对来自季度报告（2019 - 2023年）的二手定量数据进行了分析。

•研究结果表明，在研究期间净促进者得分有所提高，反映出企业致力于满足不断变化的客户需求。

•员工敬业度和流程管理对客户满意度有积极且具有统计学意义的影响。

•整合全面质量管理实践以提高电信行业的客户满意度。

https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/3dd49461898a/gr5.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/fd4de369ca6f/ga1.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/dba9b85fd341/gr1.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/6626d8847e9d/gr2.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/711bf5ef5116/gr3.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/88f748078b9d/gr4.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/3dd49461898a/gr5.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/fd4de369ca6f/ga1.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/dba9b85fd341/gr1.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/6626d8847e9d/gr2.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/711bf5ef5116/gr3.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/88f748078b9d/gr4.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/72b2/11299596/3dd49461898a/gr5.jpg

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