Title: The role of total quality management (5S) on service quality, job satisfaction and work place safety in banking industry: Tehran Tejarat Bank agencies

Authors: Fatemehsadat Mousavifard; Mohammad Rahmanian; Abdolhossein Ayoubi

Addresses: English Literature Department, Islamic Azad University, Arak, Iran ' Climatology and Environmental Planning, Geography Department, Islamic Azad University, Larestan, Iran ' Biomedical Engineering Department, Amirkabir University, Tehran, Iran

Abstract: Since, the positive effect of work place quality management (5S) on services quality and consequently on organisational productivity, attention to principles can augment efficiency in organisations which are somehow being neglected till today. Generally, the purpose of this study can be examining the relationship among environment quality management (5S), job satisfaction and work place safety and quality of presented services in Tejarat Bank agencies in Tehran. In order to evaluate the relationship between environment quality management as a dependent variable and services as an independent variable and the relationship between job satisfaction and work place safety as dependent variables and environment quality management as an independent variable correlation tests are made use of. Results indicate that there is a significant relationship job satisfaction and work place safety and 5S has a positive relationship with the quality of bank presented services.

Keywords: work place safety; job satisfaction; quality of services; environment quality management; banking industry; organisational productivity; quality management; efficiency; standardisation; order; sorting.

DOI: 10.1504/IJPQM.2017.087311

International Journal of Productivity and Quality Management, 2017 Vol.22 No.3, pp.413 - 425

Received: 25 Apr 2016
Accepted: 09 Oct 2016
Published online: 12 Oct 2017 *

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