Fostering the performance of banks through total quality management (TQM) practices: A bank branches perspective

• Main Authors: Al-Swidi, A.K., Mahmood, Rosli
• Format: Article
• Language: English
• Published: 2011
• Subjects: HD28 Management. Industrial Management; HG Finance
• Online Access: http://repo.uum.edu.my/5123/1/E.pdf; http://repo.uum.edu.my/5123/; http://www.eurojournals.com/EJSS_19_2_11.pdf

This article is mainly based on reviewing the available relevant literature of TQM and its implementation in the service sector organizations in general and banking industry in particular. It has been emphasized that banks nowadays have no exception in the competitive business environment from adopting innovative strategies that help them in satisfying their customers through offering innovative and high quality services. The crucial roles that can be played by bank branches have been highlighted since branches are mainly considered to be the points of direct contact with the customers. The study also has stressed on the importance of the branch manager in the successful TQM initiatives. Finally, a framework on TQM implementation on the branch level is proposed.