INVESTIGATION OF STAKEHOLDERS’ SATISFACTION IN THE CONTEXT OF TOTAL QUALITY MANAGAMENT: AN APPLICATION IN THE SERVICE SECTOR

Total Quality Management (TQM) is an important management approach that seeks to run organizations systematically, improve quality and performance which will meet or exceed customer expectations. One of the main pillars of TQM is stakeholders’ satisfaction in organizations. In this study, the satisfaction of the stakeholders in a university are investigated. For this aim, satisfactions of stakeholders are analyzed by survey. Different stakeholders refer to academicians, students and alumni of faculty. MANOVA (Multivariate analysis of variance) was used to investigate the effect of different positions on satisfaction, Main result of MANOVA analysis indicated that academicians were more satisfied about academical and social satisfaction more than students and alumni. Moreover, cause and effect diagrams were suggested to identify causes of satisfaction state.