RELATIONSHIP BETWEEN TOTAL QUALITY MANAGEMENT AND ORGANIZATIONAL PERFORMANCE: EMPIRICAL EVIDENCE FROM SELECTED AIRLINES IN NIGERIA AVIATION INDUSTRY

Abstract

Total Quality Management (TQM) is perceived to be a very important factor for an organization's long-term success and its implementation is an important aspect of increasing operational efficiency. Previous studies of the relationship between TQM and organizational performance (OP) showed inconsistent and contradictory findings. The purpose of this study is to investigate the relationship between TQM and OP: Empirical Evidence from Selected Airlines in Nigeria Aviation Industry. In this study, descriptive research design was utilized and stratified and simple random sampling methods have been used. A close-ended questionnaire was used as the information collection tool on a 5-Likert scale, descriptive statistics were used to analyze the profile of the study participants while Pearson's Correlation was the statistical technique used to evaluate the research hypotheses through the Statistical Package for Social Science (SPSS) version 21. The results indicate that Customer Satisfaction (CS) and Employee satisfaction (ES) that serve as the dimensions of TQM have a favourable connection with OP. Therefore, to make use of these outcomes, it merely implies that organizations need to pay more attention to achieving TQM in terms of products or services by efficiently fulfilling their customers and staff need, as they serve as criteria for OP which ultimately leads to organizational diversification..Keywords: Customer satisfaction, Employee satisfaction, Total Quality Management, Organizational Performance