THE ROLE OF APPLYING TOTAL QUALITY MANAGEMENTON CUSTOMER SATISFACTION (Case Study: Sudan Civil Aviation Authority)

Abstract

This study was to identify the role of applying TQM on the achieving customer satisfaction on the Sudan Civil Aviation Authority (SCAA) . The study population consisted of the personal from all department of the SCAA and random sample of customers on Sudan Civil Aviation Authority. The researcher used descriptive approach and system of statistical analysis and Chi-square to calculate the assumptions of statistical significance in the analysis of the questionnaire, which was distributed to a random sample of employees (80) and customers (100) of the SCAA. The analysis of the results showed that there are statistical significance indicators for implementation of TQM in the Sudan Civil Aviation Authority on customer satisfaction. The study found that the service provided from the SCAA is not a high quality although the awareness and commitment of the top managers of implementing the TQM is good, but there is no clear quality management system with known responsibilities inside the SCAA ,but the interior working environment is suitable and helps to provide reliable and high quality output of services. The study recommend that in the SCAA the top management should support the TQM practicing and cares for its continuous improvement because the ISO certificate should be target as a process of continues improvement, also they have to increase employee involvement and maintain continuous review of the quality management system to achieve institution objective and customer satisfaction. the study recommended that the experience of the SCAA in applying the TQM should generalize to all the aviation companies in Sudan provinces as it leads to employees satisfaction and customer satisfaction.