Total quality management in the lift industry in Kenya

Abstract

The topic of the study is to evaluate the effectiveness of Total Quality Management in the lift industry in Kenya. Today, customers are demanding quality in products, services and in life. They have become increasingly discerning and have started looking for options more in tune with their basic needs, requirements and self esteem. In fact, they are prepared to pay a premium for a quality product or service. One of the approaches that seem to provide the solution to the aforesaid challenges is the management philosophy of total quality management. Quality is among the most important factors for sustaining the competitive advantage. It is the measurement of how well a company can meet or exceed its customers' requirements and expectations. Researches from established economies indicate that TQM is getting fast adopted in the service industries and the impact can be measured as in the manufacturing sector. Therefore there is a gap and there is need to determine TQM adoption and impact it has in lift industry in Kenya as no study on the same could be traced to understand the benefits accrued or make a comparative evaluation amongst players whom have already adopted the practice. The aim of this research was to explore the factors that affect the adoption of TQM . practices and their perceived performance in the lift companies in Kenya. Establish the factors that affect the adoption of TQM practices, to establish the relationship between Total Quality Management practices and performance, benefits of TQM and Tools used to enhance effectiveness of the practice. A self-administered questionnaire was developed from the SERVQUAL instrument and distributed using a convenience sampling technique to respective clients to determine their perceptions of service quality in Lift Companies in Kenya. The Servqual model is designed to measure those components of service that generate satisfaction within five dimensions, (Empathy, Assurance, Tangibility, Reliability, & Responsiveness. The target population of the study was all the registered lift company's in Kenya operating from Nairobi with other branches spread across the country and beyond. Data was analyzed through the use of quantitative and qualitative methods. Quantitative Vll will analyze numerical data obtained using closed end questions, qualitative to analyze open end questions. Relationships between variables will be determined through regression analysis. The study undertook analysis of data collected by use of frequencies and percentages as comparison tools to determine factors considered and affecting adoption of TQM practices. The study found that lift services offered by the service provider were rated medium. On investigating respondent's expectation on expectations on institutions offering lift services was found to be to a great extent. On the perception of respondents in terms of lift service provider tangibles, respondents indicated it was moderate, on lift service provider reliability, respondents it to a great extent, on lift service provider responsiveness, respondents indicated it to a moderate extent, on lift service provider assurance, respondents indicated it to a great extent, on lift service provider empathy, respondents indicated it to a great extent. The study concludes that total quality management has a positive effect on customer's repatronage intentions showing that both TQM and customer satisfaction have a crucial role to play in the performance and survival of any Lift industry in the competitive market. A close link between total quality management and user satisfaction.