Impact of MBNQA Criteria on Customer Satisfaction in Modern Retail Chain Stores: an Empirical Study in Context of Developing Countries like Pakistan

Authors

  • Komal Nadeem Lecturer, BETS Institute, Lahore Author
  • Attique-ur-Rehman Lecturer, University of Veterinary and Animal Sciences, Lahore Author
  • Muhammad Furqan MS Scholar, National College of Business Administration and Economics (LBU Campus), Lahore Author
  • Muhammad Omer Tariq MS Scholar, National College of Business Administration and Economics (LBU Campus), Lahore Author
  • Ali Akbar Khan MS Scholar, National College of Business Administration and Economics (LBU Campus), Lahore Author

Keywords:

MBNQA, Strategic Effect, Customer Satisfaction, Retail Industry, Leadership, Strategy and Planning, Information and Analysis, Customer Focus, People Management, Process Management

Abstract

This explanatory study investigates the strategic effect of TQM factors modeled by the MBNQA criteria on customer

 

satisfaction in modern retail industry of Pakistan. The factors comprise leadership, strategy and planning, information

 

and analysis, customer focus, people management and process management. The data were gathered from 129

 

employees from various departments of modern trade stores. The statistical analysis concludes that the overall

 

regression model is highly significant. Customer focus and process management were found to be the enablers with

 

highest level of significance when correlated with customer satisfaction i.e. 64.7% and 63.9%. However, an anomaly

 

was seen in the case of strategy and planning which showed a non-significant negative relationship. The findings of

 

this research can prove to be of high value for policy makers in these organizations and those who intend to take this

 

field as a new venture.

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Published

2014-12-30

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Section

Articles

How to Cite

Nadeem, K. ., Attique-ur-Rehman, Furqan, M. ., Tariq, M. O. ., & Khan, A. A. . (2014). Impact of MBNQA Criteria on Customer Satisfaction in Modern Retail Chain Stores: an Empirical Study in Context of Developing Countries like Pakistan. Bulletin of Business and Economics (BBE), 3(4), 182-195. https://bbejournal.com/BBE/article/view/218