Total Quality Management Practices in Indian Banking Sector - Couverture souple

Pagaria, Vaishali

Couverture souple

ISBN 10 : 6139577934 ISBN 13 : 9786139577934

Editeur : LAP LAMBERT Academic Publishing, 2020

Synopsis

Total Quality Management (TQM) has been practised in several sectors from manufacturing to services. But its’ importance in banking sector is in its initial stage and progress is little in country like India. By practicing total quality higher organisational performance is expected which leads to quality service delivery to achieve customer satisfaction. There is intense competition among Public sector, Private sector and foreign banks in India. Therefore, customer satisfaction plays a major role not only to survive in the market but also to lead the market. In this research study, quality management in banking sector has been studied from two different perspectives: Service Quality Management (from customer’s perspective) and Total Quality Management (from service provider’s perspective) to understand the adopted TQM practices by different sets of banks and customer’s perception on Service Quality offered by their respective banks. The study has made an attempt to establish a relationship between TQM practices, Service Quality and Customer Satisfaction.

Détails de l'édition

• Éditeur: LAP LAMBERT Academic Publishing
• Date d'édition: 2020
• Langue: anglais
• ISBN 10: 6139577934
• ISBN 13: 9786139577934
• Reliure: Broché
• Nombre de pages: 496
• Coordonnées du fabricant: non disponible
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