Total quality management and customer satisfaction at Roofings Uganda Limited, Kampala, Uganda

Abstract

The study sought to examine the role of Total Quality Management on

Customer Satisfaction at Roofings Uganda Limited in Kampala District. A cross- section survey design, using quantitative and qualitative approaches was adapted to

capture respondents’ views, attitudes and opinions on the topic under study. A close ended questionnaire and an interview guide were used as research instruments to source for information. Whereas interview guide was used to elicit qualitative data, the questionnaire obtained quantitative data. The study population comprised of 290 people who included customers, managers and customer interface staff at Roofings Uganda Limited, utilizing a sample size of 165 respondents who were selected using a table developed by Morgan and Kreijcie (1970) and also utilizing purposive, convenient and simple random sampling techniques. The study findings revealed that Total Quality Management has a positive relationship with customer satisfaction. Therefore, based on the findings, this study recommends that organizations should invest a lot in Total Quality Management, motivation of staff, employees training, mentoring of human resources and sensitization of all stakeholders on quality output as a strategy to enhance customer satisfaction.