Title: Unearthing the determinants of total quality management on employees' satisfaction of Delhi Metro Rail Corporation

Authors: Yogendra Pal Bharadwaj; Akbar Ali Khan

Addresses: Institute of Business Management, GLA University, Mathura (U.P), India ' Department of Commerce, Aligarh Muslim University, Aligarh (U.P), India

Abstract: The basic purpose behind this exploration is to uncover the significant determinants of total quality management and their result on employees' satisfaction which motivate them for the subjective procedure of conveyance of qualitative administrations in Delhi Metro Rail Corporation. In the idea of a broad purposive inspecting approach dependent on a five-point Likert scale, data was gathered from 880 representatives working in DMRC with the assistance of a self-questionnaire and utilising a structural equation modelling to approve the significance of the examination model. The discoveries of this investigation uncovered that process management and training and knowledge are the two significant indicators of employees' performance and noteworthy determinant for employees' satisfaction. It similarly highlighted that the higher the representatives' exhibition approach among employees' the lesser will be their satisfaction with the present metro administration quality structure and higher dependability on these practices will provoke extended incorporation of the institutionalised framework system.

Keywords: organisational performance; workforce management; leadership; employee performance; training; knowledge and process management.

DOI: 10.1504/IJSSCA.2021.120225

International Journal of Six Sigma and Competitive Advantage, 2021 Vol.13 No.1/2/3, pp.343 - 362

Received: 29 May 2020
Accepted: 07 Dec 2020
Published online: 11 Jan 2022 *

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