Title: Total quality management for banking sector: conceptualisation and scale development

Authors: Durgesh Pattanayak; Koilakuntla Maddulety

Addresses: National Institute of Industrial Engineering, Vihar Lake, Mumbai 400087, India ' National Institute of Industrial Engineering, Vihar Lake, Mumbai 400087, India

Abstract: Recent studies have highlighted total quality management (TQM) practices in the banking organisations. A few studies have highlighted implementation of TQM with a focus on customer satisfaction in banking industry. The current research fills the gap in literature by developing a scale to measure TQM implementation with the focus on customer satisfaction in banking sector of India, which is a developing economy. TQM constructs are identified based on literature review which is important for the customer satisfaction in banks. A reliable and valid instrument called total quality management for banking sector (TQBS) for measuring TQM in banking industry in Indian context is developed. TQBS consists of eight constructs which are important to implement TQM in banking sector. These are leadership, benchmarking, information and analysis system, service culture, servicescape, technology based banking service, customer focus and human resource focus. The instrument has been empirically tested for reliability and validity. Some applications of the new scale, its limitations, and directions for future research are discussed.

Keywords: total quality management; TQM; banking industry; customer satisfaction; scale development; reliability; validity; India.

DOI: 10.1504/IJQI.2013.057004

International Journal of Quality and Innovation, 2013 Vol.2 No.2, pp.158 - 174

Published online: 19 Jul 2014 *

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