Total Quality Management in the Service Sector with Reference to the E-commerce Industry

Author Reg. ID: TIJER_151625

Published Paper Id: TIJER2403101

Published In: Volume 11 Issue 3, March-2024

Abstract: In today's digital era, the ecommerce industry has witnessed exponential growth, revolutionizing the way consumers interact with businesses and purchase goods and services. As the competition intensifies and consumer expectations evolve, ensuring service quality has become paramount for ecommerce companies. This research paper examines the role of Total Quality Management (TQM) principles in enhancing service quality within the ecommerce sector. Drawing upon a comprehensive literature review and empirical analysis, the study investigates the relationship between TQM implementation and service quality, as well as its impact on customer satisfaction. The research employs a mixed-methods approach, combining quantitative analysis of survey data from a sample of ecommerce consumers with qualitative insights from industry experts. Statistical analyses, including chi-square tests and regression analysis, reveal a significant positive relationship between the implementation of TQM principles and service quality in the ecommerce industry. Furthermore, the findings indicate that ecommerce companies emphasizing TQM practices tend to experience higher levels of customer satisfaction. This study contributes to both academic knowledge and managerial practice by highlighting the importance of TQM in the service sector, particularly within the context of ecommerce. The implications of the research underscore the need for ecommerce managers to prioritize TQM principles as a strategic approach to enhance service quality and meet the evolving demands of online consumers. The findings also suggest avenues for future research, including cross-cultural comparisons, longitudinal studies, and the integration of emerging technologies in TQM practices.

Keywords: Total Quality Management (TQM), service quality, ecommerce industry, customer satisfaction, statistical analysis, chi-square test, regression analysis, mixed-methods approach, digital landscape, online consumers, managerial practice, strategic approach, emerging technologies.

Downloads: 00035

Page No: a742-a749

Country: Valsad, Gujarat, India

Research Area: Commerce and Management, MBA All Branch

Published Paper URL: https://tijer.org/TIJER/viewpaperforall?paper=TIJER2403101

Published Paper PDF: https://tijer.org/TIJER/papers/TIJER2403101

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