Impact of Total Quality Management Practices on Customer Retention and Satisfaction: A Study on Morrisons

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.