TOTAL QUALITY MANAGEMENT AS A CORRELATE OF CUSTOMER SATISFACTION. A CASE STUDY OF WINNERS CHAPEL INT'L, SDA CHURCH, KAG CHURCH, NENO EVANGELISM AND PEFA IN MARIAKANI AREA OF KALOLENI, KILIFI COUNTY

Abstract

Background to the study: The need for a comprehensive understanding of the connection between total quality management and customer satisfaction cannot be overstressed. Objective of the study: It is on this note that this study seeks to examine the kind of relationship that exists between Total Quality Management and other three variables, vis-à-vis top management commitment, availability of resources, and Customer satisfaction. A case study of Winners Chapel Int'l, SDA Church, KAG Church, Neno Evangelism and Pefa in Marikana Area of Kalo Leni, Kilifi County. Methodology: The descriptive survey design was adopted for this study and primary data was collected with the use of a self-structured questionnaire from one hundred and thirty-six (136) randomly selected respondents among the church members of Winners Chapel Int'l Marikana. (35); SDA Church (30); KAG Church. (27); Neno Evangelism (24); and Pefa (20), in Marikana Area of Kalo Leni, Kilifi County. The hypotheses were tested using Pearson Product Moment Correlation Coefficient at 0.05 level of significance, with the aid of the Statistical Package for Social Scientists (SPSS 21.0). Findings: The findings of the study showed an increase in the Worship centers through top management commitment to Total Quality Management implying increase in TQM implementation; increase in the involvement of church growth and the TQM implementation process is also tantamount to an increase in the Total Quality Management implementation; and that implementation of Total Quality Management significantly correlates increase in customer satisfaction in the Worship centers in Marikana which comprised of Winners Chapel Int'l, SDA Church, KAG Church, Neno Evangelism and Pefa in Marikana Area of Kalo Leni, Kilifi County. Conclusion and Recommendations: The studies therefore recommend among others that the top management at the worship centers should be committed to Total Quality Management and involve church leaders in its implementation at Winners Chapel Int'l, SDA Church, KAG Church, Neno Evangelism and Pefa in Marikana Area of Kalo Leni, Kilifi County... Further study on Total Quality Management as a Correlate of academic performance of private secondary schools and public schools in urban cities of Kenya.