Impact of MBNQA Criteria on Customer Satisfaction in Modern Retail Chain Stores: an Empirical Study in Context of Developing Countries like Pakistan
##plugins.themes.academic_pro.article.main##
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.
##plugins.themes.academic_pro.article.details##
Submission of work requires that the piece to be reviewed has not been previously published. Upon acceptance, the Author assigns to the Bulletin of Business and Economics (BBE) the right to publish and distribute the manuscript in part or in its entirety. The Author's name will always be included with the publication of the manuscript.
The Author has the following nonexclusive rights: (1) to use the manuscript in the Author's teaching activities; (2) to publish the manuscript, or permit its publication, as part of any book the Author may write; (3) to include the manuscript in the Author's own personal or departmental (but not institutional) database or on-line site; and (4) to license reprints of the manuscript to third persons for educational photocopying. The Author also agrees to properly credit the Bulletin of Business and Economics (BBE) as the original place of publication.
The Author hereby grants the Bulletin of Business and Economics (BBE) full and exclusive rights to the manuscript, all revisions, and the full copyright. Bulletin of Business and Economics (BBE) rights include but are not limited to the following:
(1) to reproduce, publish, sell, and distribute copies of the manuscript, selections of the manuscript, and translations and other derivative works based upon the manuscript, in print, audio-visual, electronic, or by any and all media now or hereafter known or devised; (2) to license reprints of the manuscript to third persons for educational photocopying; (3) to license others to create abstracts of the manuscript and to index the manuscript; (4) to license secondary publishers to reproduce the manuscript in print, microform, or any computer-readable form, including electronic on-line databases; and (5) to license the manuscript for document delivery. These exclusive rights run the full term of the copyright, and all renewals and extensions thereof.