Total Quality Management Practices And Customer Satisfaction In Institutions Of Higher Learning In Kenya (case Of Selected Universities In Nairobi County)

Total Quality Management has been proposed to improve customer satisfaction and has received considerable attention in the recent studies. Despite the recent effort on Total Quality Management, little work has been done on the effect of TQM on Customer satisfaction in institutions of higher learning in Kenya. This study sought to establish the effect of Total Quality Management practices on Customer satisfaction in institutions of higher learning in Kenya. A case of selected universities in Nairobi County. The general purpose of the study was to investigate the effect of total quality manageme…