ROLE OF TOTAL QUALITY MANAGEMENT IN KENYAN COFFEE HOUSE REVENUE GENERATION
DOI:
https://doi.org/10.14738/abr.32.1020Abstract
The study’s aim was to analyze the role of total quality management in Kenyan coffee house revenue generation. Specifically the study sought to; assess the effects of continuous process improvement on coffee house revenue generation, analyze the impact of supplier partnering on coffee house revenue generation, evaluate the effects of customer satisfaction on coffee house revenue generation, and explore the effect of quality control on coffee house revenue generation. Descriptive research design was used. A regression model was generated to establish the relationship between the dependent variable, (revenue generation) and the independent variables, (continuous process improvement, supplier partnering, customer satisfaction and quality control). The results indicated that customer satisfaction had the greatest effect on revenue generation followed by continuous process improvement, while supplier partnering had the least effect. The study recommends that themed coffee houses need to focus on satisfying customers in order to increase their revenue generation.
Key Words: Total Quality Management, Continuous Process Improvement, Quality Control Supplier Partnering and Customer Satisfaction, Themed Coffee Houses
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