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首页> 外文期刊>International journal of productivity and quality management >Impact of total quality management on customer satisfaction in Indian banking sector
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Impact of total quality management on customer satisfaction in Indian banking sector

机译：全面质量管理对印度银行业客户满意度的影响

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Total quality management (TQM) has been practised in diverse industries from manufacturing to services. But its importance in the banking sector has attracted only a few researchers. The purpose of this study is to investigate the relationship between TQM practices and customer satisfaction (CS) in Indian banking sector. Data were collected from middle managers of retail banking sector in India using survey method. Exploratory factor analysis, correlation, confirmatory factor analysis are used to check validity and reliability of the data. Hypotheses are tested using multiple regression analysis. The result showed that five TQM practices leadership, servicescape, customer focus, human resource focus and technology-based banking services are significantly and positively related to customer satisfaction. This research provides constructive information that helps the practitioners to precisely identify areas of concerns and take corrective measures to enhance their level of customer satisfaction. Managerial implications of the findings, study limitations and directions for future research are discussed.
机译：从制造到服务，各种各样的行业都实行了全面质量管理（TQM）。但是它在银行领域的重要性仅吸引了少数研究人员。这项研究的目的是调查印度银行业全面质量管理实践与客户满意度（CS）之间的关系。使用调查方法从印度零售银行部门中层管理人员收集数据。探索性因素分析，相关性，确认性因素分析用于检查数据的有效性和可靠性。假设使用多元回归分析进行测试。结果表明，五个TQM实践领导力，服务环境，以客户为中心，以人力资源为中心和基于技术的银行服务与客户满意度显着正相关。这项研究提供了建设性的信息，可帮助从业人员准确地确定关注的领域并采取纠正措施以提高其客户满意度。讨论了研究结果的管理意义，研究局限性和未来研究方向。

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