An Empirical Study on Critical Success Factors of TQM in Banking Industry
Subject Areas : Management
Keywords: Total quality management, private commercial banks, banking industry.,
Abstract :
This study is aimed to scrutinise and confer the critical success factors affecting TQM implementation in the banking industry of Bangladesh. After conducting FGD with mid-level bankers and an in-depth literature review, a questionnaire has been developed and checked the reliability by academicians, research scholars, and field experts in the banking sector. The results were analysed and summarized through Partial Least Square-based Structural Equation Modeling PLS-SEM. The study revealed a very important loophole in the banking sector of Bangladesh and that is, customer relationship is not getting that much attention that it needs to be. As a service industry, banks need to focus on supplier and supplier partnership which can play the core role in proving uninterrupted services along with quality to customers. Conforming to the result of the study, supplier partnership is not taken into consideration for quality purposes. TQM implementation is a very new concept in the context of Bangladesh. Even though, the highest managerial body has little knowledge, information and understanding about the critical success factors for TQM implementation. It is highly projected that the findings of this study would make an original as well as a practical contribution to the banking industry.
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