Impact of Total Quality Management and Service Quality in the Banking Sector
Received Date: Nov 25, 2011 / Accepted Date: Apr 19, 2012 / Published Date: Apr 22, 2012
After the successful implementation of TQM in manufacturing it is now being extensively applied in service sectors including banks, to improve business performance. Keeping this in view, the purpose of this paper is to present a detailed overview of the role of service quality and Total Quality Management (TQM), and its critical dimensions in the banking sector. A detailed review of the literature on TQM and service quality concepts was carried out in context of the banking sector. The study further explored the experience of TQM implementation in banks adopting this approach. The findings indicate that to ensure successful implementation of TQM in the banks, there are certain critical dimensions which needs to be addressed, viz: management commitment and support towards TQM, motivating and training of employees, and monitoring of customers’ requirement through feedback. Beside this, it was also found that service quality is an important construct in banking sector and identifies four broad conceptual categories related to service quality. The finding will provide an understanding of the role of TQM and service quality in banking sector and it also provides useful direction for future research.
Keywords: Total quality management; Banking sector; Service quality; Service industry
Citation: Talib F, Rahman Z, Qureshi MN (2012) Impact of Total Quality Management and Service Quality in the Banking Sector. J Telecommun Syst Manage 1: 102. Doi: 10.4172/2167-0919.1000102
Copyright: ©2012 Talib F, et al. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
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