Customer satisfaction and perception are generally accepted as the basic principles underlying most of the discussions related to quality (Black and Porter, 1996). The importance of customer satisfaction and perception achieved through product and service quality has widely been acknowledged as a major factor contributing to competitive advantage. The growing consumer consciousness of quality and increasing international competitive environment have led to popularization of the Total Quality Management philosophy (Kanji, 1990).
References:
Ahire, S.L., Golhar, D.Y., Waller, M.A. 1996. Development and validation of TQM implementation constructs.Decision Sciences, 27:23–56.
Ashrafi, N. 1998. Adecision making framework for software total quality management. International Journal of Technology Management, 16:532–543.
Black, A.S., Porter, J.L. 1996.http://www.51lunwen.org/wenixanzongshu/2011/1215/lw201112150939475896.html Identification of the critical factors of total quality management. Decision Sciences, 27:1–21.
Carroll, J. 1996. The application of total quality management to software development.
