Impact of Total Quality Management and Service Quality in the Banking Sector

Talib, F., Rahman, Z. and Qureshi, M.N. (2012), "Impact of total quality management and service quality in the banking sector", International Journal of Telecommunications System and Management, Vol.1, No.1, DOI: 10.4172/2167-0919.1000102.

6 Pages Posted: 1 Feb 2016

See all articles by Faisal Talib

Faisal Talib

Department of Mechanical Engineering, Zakir Husain College of Engineering & Technology, Aligarh Muslim University (AMU) ; Aligarh Muslim University

Zillur Rahman

Indian Institute of Technology Roorkee

M. N. Qureshi

Indian Institute of Technology, Roorkee

Date Written: January 30, 2012

Abstract

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

Suggested Citation

Talib, Faisal and Rahman, Zillur and Qureshi, M. N., Impact of Total Quality Management and Service Quality in the Banking Sector (January 30, 2012). Talib, F., Rahman, Z. and Qureshi, M.N. (2012), "Impact of total quality management and service quality in the banking sector", International Journal of Telecommunications System and Management, Vol.1, No.1, DOI: 10.4172/2167-0919.1000102., Available at SSRN: https://ssrn.com/abstract=2725118

Faisal Talib (Contact Author)

Department of Mechanical Engineering, Zakir Husain College of Engineering & Technology, Aligarh Muslim University (AMU) ( email )

Department of Mechanical Engineering
Zakir Husian College of Engineering & Technology,
Aligarh, 202002
India
9412459748 (Phone)

HOME PAGE: http://www.amu.ac.in

Aligarh Muslim University ( email )

Department of Mechanical Engineering
Zakir Husian College of Engineering & Technology,
Aligarh, 202002
India
9412459748 (Phone)

HOME PAGE: http://www.amu.ac.in

Zillur Rahman

Indian Institute of Technology Roorkee ( email )

Roorkee- Haridwar Highway
Century Road
Roorkee, Uttranachal 247667
India

HOME PAGE: http://www.iitr.ernet.in

M. N. Qureshi

Indian Institute of Technology, Roorkee ( email )

Roorkee- Haridwar Highway
Century Road
India

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