TOTAL QUALITY MANAGEMENT AND ORGANIZATIONAL PERFORMANCE IN HOMEWAYS FASTFOOD OUTLETS IN EDO STATE UNIVERSITY IYAMHO EDO STATE

This study examined the effect of Total Quality Management (TQM) practices, specifically continual improvement and process management, on organisational performance, measured by Product Quality and Customer Satisfaction, at Homeways Fast Food, Edo State University, Iyamho. The study was motivated by observed operational challenges and growing customer complaints regarding food quality and service delivery at the establishment. The population comprised all customers who patronised the outlet during a three-day study period, with a total footfall of 195 obtained from Point of Sale (POS) transaction records. Using Yamane’s formula at a 5% margin of error, a sample size of 118 was determined. Respondents were selected through systematic sampling by approaching every second customer during the study period. Data were collected using a structured questionnaire and analysed using descriptive statistics, Pearson correlation, and regression analysis via SPSS version 26. Findings revealed a significant positive relationship between continual improvement and product quality at Homeways Fast Food, Edo State University, Iyamho. Similarly, process management was found to be a significant predictor on customer satisfaction among customers at Homeways Fast Food, Edo State University, Iyamho. These results support the Resource-Based View (RBV) and Kaizen Theory, highlighting the strategic role of internal quality management processes in enhancing organisational performance in the fast-food sector. The study recommends that Homeways Fast Food should strengthen its process management practices, promote a culture of continuous improvement on product quality, and invest in customer satisfaction strategies.