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• W798618241 abstract "ABSTRACTThis paper reports the relationship between quality management (QM) and Muslim customer satisfaction. Data were gathered from 276 respondents from business and public firms. This study was motivated by claims about QM as a universally applied strategy having achieved mixed result, as revealed by previous studies. However the effect of QM on Muslim customer satisfaction has yet to be empirically reported. From this study, results indicated the outcome of hypotheses for the relationship between QM and Muslim customer satisfaction was mixed. Out of three QM practices tested (management commitment, customer focus, and continuous improvement), only customer focus was found significant. In addition to testing the relationship which is relatively unexplored in the literature, this study also enriches the literature by measuring customer satisfaction from the Islamic perspective. Although customer satisfaction has been extensively investigated in the literature, there are very few studies, if any, that have developed and used the Islamic perspective in measuring customer satisfaction, what more a study on the Muslim customer. This paper also discusses about the implications related to the findings.Keywords: Quality Management; Muslim Customer.1. INTRODUCTIONQuality Management (QM) consists of various critical factors such as continuous improvement and customer focus, and aims to deliver the best possible product or service to the customers so as to increase the level of customer satisfaction. The literature revealed that benefits of QM in improving customer satisfaction has been found true both for service and product based firms (Kumar, Garg & Garg, 2011; Mehra & Ranganathan, 2008). How customers perceive quality and how customers measure quality would determine whether QM has been successfully executed or otherwise. Therefore, many studies had investigated the usefulness of QM by using customer satisfaction as a criterion measure. As a reference point, the measurement used to evaluate customer satisfaction must be a valid and reliable measure so the results of QM can be concluded with confidence. In their effort to test customer satisfaction, previous authors were aware that the dimensions for measuring customer satisfaction vary and are diverse. As such, the customers of service have different points of view compared to customers of physical products in determining the elements that lead to customer satisfaction. The situation is also valid in discussing the differences between expectations of customers of business entities and clients of the public service. However there is another interesting niche that is yet to be widely empirically tested, which involves Muslim customers. Previous authors revealed that study of quality related issues in Islamic based institutions have been left behind, where most evidence stem from conventional based institutions (Estiri et al., 2011).The reference point of Muslim customer satisfaction is likely to be different from non-Muslim customers due to the fact that Muslim customers have certain religious obligations that cannot be compromised. In a text by Zakaria and Abdul Talib (2010), the authors claimed that firms that intend to capture the Muslim customer market may need different business strategies when compared to the non-Muslim market. According to them, the business strategy used by firms must be in harmony with the Islamic teaching. However, most of the discussion and criticism by previous authors were in anecdotal form, which suffers from the lack of empirical testing. The call for more empirical studies to test Muslim customer satisfaction is needed, so as to lessen doubts on the validity of prescription by previous authors. Rehman and Shabbir (2010) reported that religiosity issues among the Muslim customer in contemporary management literature had received inadequate attention. Thus, a study that is specifically conducted on Muslim customers or Islamic business entities may result in new discovery that is associated with the Islamic teaching as a way of life. …" @default.
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• W798618241 title "The Link between Quality Management and Muslim Customer Satisfaction" @default.
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