Since 2014
Effect of TQM on customer satisfaction in Indian Banking industry: A literature review
Timisoara Journal of Economics and Business
View Archive Info| Field | Value | |
| Title |
Effect of TQM on customer satisfaction in Indian Banking industry: A literature review
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| Creator |
Pattanayak, Durgesh
Maddulety, K. |
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| Description |
Total Quality Management (TQM) has been practised in diverse industries from manufacturing to services. But its important in banking sector has attracted only a few researchers. By providing the best service quality in banks higher organizational performance will be expected. There is intense competition between Public sector, Private sector and foreign banks in India. So customer satisfaction plays a major role to survive in the intense competition. The present research attempts to close the research gap of relationship between TQM and Customer satisfaction. So the objective is to find out the association between the multidimensionality of TQM and Customer satisfaction in the banking industry in the Indian context. This research will provide constructive information that helps the practitioners to precisely identify areas of concerns and take corrective measures to enhance their level of customer satisfaction. Knowledge in this area will allow managers of the banking organizations to direct their resources adequately in improving the more important contributors of Customer satisfaction.
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| Publisher |
The International Institute for Science, Technology and Education (IISTE)
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| Date |
2011-07-28
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| Type |
info:eu-repo/semantics/article
Peer-reviewed Article info:eu-repo/semantics/publishedVersion |
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| Format |
application/pdf
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| Identifier |
http://iiste.org/Journals/index.php/EJBM/article/view/164
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| Source |
European Journal of Business and Management; Vol 3, No 2 (2011); 73-84
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| Language |
eng
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| Relation |
http://iiste.org/Journals/index.php/EJBM/article/view/164/47
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| Rights |
Submission of an article implies that the work described has not been published previously (except in the form of an abstract or as part of a published lecture or academic thesis), that it is not under consideration for publication elsewhere, that its publication is approved by all authors and tacitly or explicitly by the responsible authorities where the work was carried out, and that, if accepted, will not be published elsewhere in the same form, in English or in any other language, without the written consent of the Publisher. The Editors reserve the right to edit or otherwise alter all contributions, but authors will receive proofs for approval before publication. Copyrights for articles published are retained by the authors, with first publication rights granted to the journal. The journal/publisher is not responsible for subsequent uses of the work. It is the author's responsibility to bring an infringement action if so desired by the author.
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