Practices of Total Quality Management in Creating Superior Customer Value: A Pilot Study on Chain Superstores in Bangladesh

Authors/ Publisher: Mrinal Kanti Paul/Prof. Dr. Md. Zahid Hossain/Prof. Md. Ferdush Rahman

Abstract:

Abstract

This paper aims to empirically examine how Total Quality Management (TQM) practices influence the creation of superior customer value in chain superstores across Bangladesh. TQM practices are categorized into three dimensions—strategic, tactical, and operational—which serve as predictors of enhanced customer value. Data analysis was conducted using regression techniques in SPSS. The findings reveal a positive relationship between TQM practices and superior customer value, with the operational dimension having the strongest predictive power compared to the strategic and tactical dimensions. These results can serve as a foundation for developing strategies to enhance customer value in Bangladeshi chain superstores.