AN ANALYTICAL STUDY OF TOTAL QUALITY MANAGEMENT OF SERVICES INM.S.E.D.C.L AND RESPONSE PROVIDED BY VARIOUS CATEGORIES OF M.S.E.D.C.L CONSUMERS TO IT WITH REFERENCE TO WARDHA DISTRICT
Pardhi N. R. *1, Dr. Abdul Kadar Jilani Mansuri.2, Bawankar R. D.3,
1Research Scholar, Place of Higher Learning and Research, G. S. College of Commerce, Jamnalal Bajaj Marg, Civil Lines, Wardha – 442001, Maharashtra, India.
2Associate Professor, Place of Higher Learning and Research, G. S. College of Commerce, Jamnalal Bajaj Marg, Civil Lines, Wardha – 442001, Maharashtra, India.
3Associate Professor, Department of Pharmaceutics, Agnihotri College of Pharmacy, Bapuji Wadi, Wardha, India.
1*Corresponding author: Mr. Naresh R. Pardhi, Research Scholar, Place of Higher Learning and Research, G. S. College of Commerce, Jamnalal Bajaj Marg, Civil Lines, Wardha – 442001, Maharashtra, India, 09284967446,
E-mail: nareshpardhi76@gmail.com
ABSTRACT:
Total Quality Management (TQM) Its common belief that an organization can build long-term success by having all its members, from low-level workers to its highest-ranking executives focus on improving quality and, thus, delivering customer satisfaction. As Maharashtra State Electricity Distribution Company Limited (M.S.E.D.C.L.) is directly related to general public and whether its total quality management of services are effective or efficient to M.S.E.D.C.L. consumers or not. With this consideration, the aim of the present study is to carry out the analytical study of total quality management of services in M.S.E.D.C.L and response provided by various categories of M.S.E.D.C.L. consumers to it with reference to Wardha district. A survey in the form of questionnaires was given to 659 M.S.E.D.C.L. domestic, commercial, industrial and agricultural consumers using descriptive research design techniques and analysis has been carried out by Chi square (χ2) test was adopted with 0.05 % level of significance. The calculated value of χ2 is greater than the table values of χ2. Hence the null hypothesis is rejected with acceptance of alternative hypothesis and concluded that, there is a significant effects of consumer response/attitude towards services provided by M.S.E.D.C.L. employees as well as the total quality management of services offered to Wardha district consumers possess low risk tolerance.
Keywords: M.S.E.D.C.L., Consumers, Total Quality Management, Chi square (χ2) test, Wardha District.
DOI link – https://doi.org/10.69758/GIMRJ/2507S01V13P003
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