Pattanayak, Durgesh; Koilakuntla, Maddulety; Punyatoya, … - In: International Journal of Quality & Reliability Management 34 (2017) 3, pp. 362-377
Purpose The purpose of this paper is to examine the effect of total quality management (TQM) on service quality (SQ), market orientation (MO) and the subsequent effect on customer satisfaction (CS) and customer loyalty (CL). The research also analyses the direct effect of TQM on CS....
