BA Business Studies: TQM Practices Impact on Customer Retention

This research proposal aims to determine the impact of total quality management (TQM) practices on customer retention and satisfaction, focusing on a study of Morrisons. It outlines the meaning and concept of TQM in business, identifies its principles within a business environment, and examines the impact of TQM practices on customer satisfaction and retention. The literature review highlights the link between TQM, leadership, employee management, and customer satisfaction. The proposed research methodology includes a positivism philosophy, a deductive approach, questionnaire and sampling strategies, primary and secondary data collection, and a sample size of 30. References to relevant books and journals are also provided.

Research Proposal on the impact of total
quality management practices on customer
retention and satisfaction

Introduction
 Total quality management is a practice which is related to the strategies by using
appropriate management techniques in order to make growth in employees.
 Having the partnership with overall quality management, retention, loyalty and
effectiveness are related to analyse a mixed outcome.

Aim and Objectives
Research aim
“To determine the impact of total quality management practices on customer retention
and satisfaction. A study on Morrisons.
Research project objectives
 To analyse the meaning and concept of total quality management in business.
 To determine the principles of total quality management in business environment.
 To examine the impact of total quality management practices in customer
satisfaction and retention of Morrisons.

Literature review
 The use of total quality management is related to
make effective changes which is related to use
leadership and employee management.
 This is helpful using significant and positive
impact on the customer satisfaction within the
company.
 Further, there are 8 principle which used by the
company for analysing the position and use
effective changes.
 This is helpful for considering the major change
and identifying the loyal and satisfied customer
in the market.

Research methodologies
 Research Philosophies: Positivism Philosophies
 Research Approach: Deductive approach
 Research Strategy: Questionnaire and sampling method
 Data collection method: Primary and secondary data
 Sampling: Sampling size 30.

References
Books and Journals
Abdi, M. and Singh, A.P., 2021. Effect of total quality management practices on
nonfinancial performance: an empirical analysis of automotive engineering
industry in Ethiopia. The TQM Journal.
Paulose, D. and Shakeel, A., 2021. Perceived Experience, Perceived Value and Customer
Satisfaction as Antecedents to Loyalty among Hotel Guests. Journal of Quality
Assurance in Hospitality & Tourism, pp.1-35.