Total Quality Management’s Impact on Telecom Customers Satisfaction, Analyzed Taking TQM-SERVQUAL Approach

The present study is noteworthy since SERVQUAL-based overall quality management has not been linked to customer satisfaction in the Ian telecommunications sector. Happy telecom customers want improved service. Excellent telecom service pleases customers. TQM boosts customer satisfaction. SERVQUAL may be the greatest service sector customer satisfaction model. This study examines how TQM-SERVQUAL affects telecom customer satisfaction. Surveys asked customers about TQM. MTN and Vodafone customers and employees self-completed the survey. Customers and staff are trapped into utilizing both firms’ procedures and tools. 800 staff and customers completed 850 questionnaires. The study tested data and model viability using reliability, validity, and multicollinearity tests. Data analysis revealed reality. TQM improved product quality and customer happiness. Customers want high-quality services. TQM may boost telecoms customer satisfaction by enhancing service quality.