Author(s): Selvaraj M
This paper is an attempt to close the research gap in service industry management, especially in the banking industry. The study, conducted among employees in public and private sector banks and foreign banks, at Madurai district in Tamil Nadu, investigates the important Total Quality Management (TQM) factors in three groups of commercial banks and their rate of implementation in each group. It also analyses the important discriminant TQM factors among the three groups of banks. The study reveals that the important TQM factors in commercial banks are top management commitment, Human Resource Management, Technical and important systems, customer focus, employee satisfaction, service culture, social responsibility and services capes. It indicates that there is a significant difference among the three group of banks regarding the rate of implementation of TQM factors. The foreign banks are considered to be the most successful in implementing the TQM factors closely followed by the private sector banks, while the public sector banks are lagging behind in this regard The important discriminant TQM factors among the three groups of banks are customer focus and top management commitment.