Analyzing TQM's Impact on Customer Satisfaction & Retention: Walmart

This report analyzes the application of Total Quality Management (TQM) practices to enhance customer satisfaction and retention, with a specific focus on Walmart. It begins with an introduction to TQM and its importance, followed by a literature review exploring key TQM practices, including commitment, culture, and continuous improvement, and their impact on customer satisfaction. The literature review also examines effective strategies for improving customer satisfaction and retaining customers, such as employee training, top management support, and the implementation of the PDCA cycle. The research methodology section outlines the research philosophy, approach, and strategy used to gather and analyze data. It includes a discussion of positivism, deductive reasoning, and the use of survey and literature review strategies. The report aims to identify how TQM practices can improve sales, meet customer needs, and foster long-term customer relationships within the retail sector. The findings highlight the direct correlation between TQM practices, customer satisfaction, and customer retention, emphasizing the importance of quality management in meeting customer expectations and building brand loyalty. The report concludes by summarizing the key findings and recommendations for Walmart to further enhance its TQM practices and customer satisfaction.