The research methodology identifies the numerous methods that research will use to gather the required data to establish a clear understanding of the Total Quality Management system and to investigate whether it is fundamental to in customer’s satisfaction and retention.3.
2 Study area location and descriptionThe study will be carried out in Kabwe urban 3.3 Research designThe research will adopted a descriptive research design to determine the impact of TQM on customer satisfaction and retention. 3.4 Target populationThe population will be managers, employees of LgWSC from all the departments, and customers from selected township in Kabwe urban.3.5 Sample selectionThe sample size for this research is 4 interviews with managers and 20 questionnaires to employees of LgWSC from all the departments.
70 respondents selected, 10 customers from each of the residential areas of Kabwe urban which are Highridge, Lukanga township, Kasanda Mine, Makululu, Chowa and Bwacha. Probability, random and convenience sampling will be used to select participants from the employees and customers. The researcher felt the sample size was ideal as it will reflect a representation of the whole phenomenon of TQM by LgWSC, also due to limited finances and time.
3.6 Research instrumentsInterview guide and self-administered questionnaires 3.7 Data collection methodsThis research study will involve two types of data, secondary and primary data, to help the researcher to obtain the required information during data gathering process from employees of LgWSC and their customers. Secondary data will be derived from published articles, journals, government documents, syndicated services and relevant documents from LgWSC. Primary data is the second type of data collection method which will be used.
Method of collection will be through interviews, and self-administrated questionnaires.3.7 The validity and reliability of data To meet the requirements of validity in this research, the following procedures will be undertaken, as suggested by Malhotra and Birks (2003).
An extensive literature review will undertake into the investigation of the TQM impact on customer’s satisfaction and retention. Some of the questions to be used in the questionnaire were adapted from related studies, which, in turn, made possible the comparison of the research findings with the findings of the other studies. A pilot study will be carried out among colleagues, lecturers and experts, and targeted firms which helped to establish content validity.
The reliability of a data collection method is concerned with the degree by which the method will yield consistent findings and how far similar observations would be made or conclusions reached by other researchers when the entity being measured has not changed, Leedy and Ormrod (2001). This research has adopted the interviewee administrated and self-administrated questionnaires which will be filled in while the researcher is at the company or on site to ensure that the targeted sample would complete the questionnaire.3.5 Data analysisDescriptive statistics will be used to analyse background information of the respondents and a five-point Likert scale (1=”totally disagree” to 5= “totally agree”) to analyses the impact of TQM on customers satisfaction and retention.
Likert distinguished between a scale proper, which emerges from collective responses to a set of items in this case the TQM variableS.Multiple linear regression analysis will be used to analyse the relationship between TQM and customers satisfaction as this will show the relationship between the independent (TQM) and dependable variables (Customer satisfaction). All these analysis will be necessitated by the use of Statistical Package for Social Sciences (SPSS)3.6 EthicsThe researcher has a responsibility to the research and respondents before, during and after collecting the required data.
Permission will be sort from the human resource manager to carry out the research. The researcher will not apply any pressure on participants to gain information. In addition, researcher took the privacy issue as a cornerstone by not abusing the data, such as participant reactions and lack of consent knowledge, confidentiality and the way the data is used, analyzed and reported. Even so, the researcher avoided any deception to collect the data and accepted any withdrawal or refusal by individuals or Organisations.