The impact of total quality management on customer satisfaction in telecommunication industry in Somalia

It's widely believed that implementing of Total Quality Management is increasing customer satisfaction, according to Literature Total Quality Management refers to an integrated management philosophy and set of practices aimed at continuously improving organizational by quality in all business process, reducing errors and increasing customer satisfaction. Methodology was employed a qualitative method interview was transmitted to the clients both individuals and organization that are subscribed somnet Telecom services. The clients are selected randomly simple random sampling technique in Somalia. The interview completed by 15 clients out of Total Sample 15 clients the interview will be designed to structured, ensuring, clarity and ease of response for the participants. The main factors such as quality of service, citing good coverage, fast date speed and reliable comments as the main reasons for their satisfaction. The overarching finding from the interview was that the majority of Somnet customers are satisfied with the company's services. When asked to rate their overall satisfaction levels, participants consistently cited the quality of Somnet's network as the top driver of their positive experience. Fast data speeds, reliable connectivity, and good coverage were directly correlated with high satisfaction scores. This underscores the critical importance of network performance in the telecommunications industry. The customer satisfaction interview provided invaluable customer perspectives on Somnet's strengths and weaknesses. While the company excels in core service delivery, minor weaknesses prevent complete satisfaction. Keywords: Total Quality Management, customer satisfaction, organizational performance and quality of service Date: 01/03/2024