THE EFFECT OF TOTAL QUALITY MANAGEMENT ASPECTS ON ORGANIZATIONAL PERFORMANCE IN IRAN’S OIL INDUSTRY

Abstract

The objective of this research is to study the influence of quality management on productivity improvement and customer satisfaction in Iranian oil industry. The statistical population was  consisted one staff in Iranian oil industry that by means of simple random sampling, 400 individual were chosen and there were 350 questionnaires that were analyzed. Data collection
tool was a questionnaire that calculated by Cronbach’s alpha formula. Computer software LISREL was utilized for information analysis and hypotheses examination. Due to studies on hypotheses testing, it is specified that leadership, public management and customer-orientation have positive effect on productivity improvement and customer satisfaction, strategic planning
and information analysis are positively effective on productivity improvement but they do not affect customer satisfaction and process management has positive influence on productivity improvement and customer satisfaction.