TQM model for banking sector to improve customer satisfaction.

      Аннотация: Total Quality Management (TQM) evolved as an important approach to achieve high levels of product and service quality, to improve productivity and profitability and to elevate organizational performance. Banking industry is the most important one which caters to the needs of the different categories of people. To improve their business performance, to meet rising customer expectations and to fight emerging competition, banks need to implement TQM to sustain competition, satisfy demands of internal and external customers, focus on employees’ well-being, and achieve business excellence. The book discusses about role of TQM, Market orientation and Service quality to improve customer satisfaction and loyalty in the banking sector. The research presented in the book gives the guidance to the practitioner in achieving excellence in quality performance in banks.

Ключевые слова: operations management, quality management