ANALYSING EDUCATION AND TRAINING AS A QUALITY PRACTICE AGAINST CUSTOMER LOYALTY

Abstract

Delighting the customer is the ultimate level of objective in customer satisfaction. Customer delightment doesn’t limit itself in market positioning but also converts a nominal customer into a loyal customer. Therefore, deducing customer satisfaction into value requirements and realizing them is the strategic project of a firm. Value requirements can be fulfilled only by efficient and effective human resources. Human resources refer to employees with necessary skills, knowledge, ability, etc. are detrimental in accomplishing objectives of jobs. Human resources development is a mandatory function of the organization that realizes these necessary human resources. These human resources are critical for various objectives of the organization. Education and training are necessary for organisational growth and development. These are made the essential elements in the criterion for various quality awards in the world. It is considered as one of the significant pillars of TQM. One of the crucial factors in successful implementation of TQM is Education and Training. MSMEs play critical role in the economic development of a country. Quality management of these MSMEs is would be critical for their stability. The aim of the paper is to examine the level of Education and Training against customer loyalty at MSMEs of Ballari, Karnataka. The universe comprised executive and non executive workforce of the firm. Sampling was carried out using convenient sampling technique with sample size of 50 in line with the Cochran formula. Data was collected using observation and informal interview methods. Descriptive statistics and Chi-square test was used to analyse the data. The research envisaged that all the factors of Education and Training are associated with customer loyalty at the MSMEs. The study revealed that, diversified training and regular training on quality aspects at the MSMEs has significant influence on customer loyalty of the firms.