The TQM Journal: Volume 25 Issue 5

Improving processes for good in East Africa

Andrew Parris

This paper describes World Vision ' s motivation, context, experience, and learning in improving processes in East Africa. It demonstrates that Lean and Six Sigma TQM…

Determinants of customer loyalty in Kenya: does corporate image play a moderating role?

Daniel Kipkirong Tarus, Nicholas Rabach

Although previous studies have attempted to explain why some customers remain loyal to a product or service provider and/or why others switch, few studies have interrogated the…

Effectiveness of Technical and Vocational Education and Training (TVET): Insights from Ethiopia ' s reform

Atakilt Hagos Baraki, Everard van Kemenade

This paper provides an overview on the technical and vocational education and training (TVET) program components/mechanisms and their overall effect on learning outcomes in a…

Factors affecting effective strategy implementation for attainment of Millennium Development Goal 5 by international reproductive health non-governmental organizations in Kenya

Maxwell Philip Omondi, Kepha Ombui, Joseph Mungatu

The purpose of the study was to find out the determinants of strategy implementation by the international reproductive health (RH) non-governmental organizations (NGOs) in Kenya…

The influence of airline service quality on passenger satisfaction and loyalty : The case of Uganda airline industry

Juliet Namukasa

The general objective of this study was to examine the influence of airline service quality on passenger satisfaction and loyalty. To achieve this, the research was guided by four…

Service quality and relative performance of public universities in East Africa

Thomas K. Cheruiyot, Loice C. Maru

– Service quality and relative performance of public universities in East Africa.

Diploma research process: evaluating the service quality

Edward Kariuki Mathenge, Alice Wangui Kamau, Jane Mwihaki Kariuki, Jane Wanjiru Munga

The purpose of this study was to explore how diploma students enrolled in a research project paper report their thoughts, feelings, satisfaction, and service quality of the…

Investigating e-banking service quality in one of Egypt’s banks: a stakeholder analysis

Miran Ismail Hussien, Rasha Abd El Aziz

The main subject of the research is to study the internet banking quality dimensions that affect customer satisfaction from the consumer and provider perspectives. This bridges…

Fighting corruption successfully

Helmut Egesa Wagabi

– This viewpoint is designed to look at the issues of corruption in Africa and how to fight it.

TQM Special issue: quality improvement in East Africa

David Muturi