Abstract—In recent years, banking institutions have been subjected to intense competition and increased customer expectation. Quality Management is the mechanism that can be used by banks to gain the competitive advantages. Design/Methodology/Approach-Critically examines the banking industry in a developing nation like India. This Paper is based on the results of Indian study aimed at identifying and exploring successful parameters of high quality performances and their possible interrelationships. Based on the Banking data we, examined the dimensions are more accurate in identifying quality progress and business performances of banks. Findings-Our research shows that different explanatory variables are linked to the progress in total quality management (TQM) and business performance. A second conclusion is that there is a positive link between progress in TQM and perceived service quality by customers.TQM improves perceived service quality. Progress in TQM and perceived service quality by customers are positively, but only to a limited degree, linked to business performances. Originality Value- In general, we conclude that progress in TQM leads to higher business performance of the bank, indicating the efficiency, and to a higher perceived service quality by customers indicating the effectiveness.
Index Terms—Total Quality Management, Banking,Business Performances, Quality Awards
Paul Purnendu and Bose K Swapan, Research Scholar, Birla Institute of Technology, Management, Mesra, Ranchi-835215, India
Dhalla S Rizwan, Professor & Head, Department of Management, BirlaInstitute of Technology, Management, Mesra, Ranchi Ranchi-835215,India
Cite: Paul Purnendu, Bose K Swapan, and Dhalla S Rizwan, "Progress in TQM & Indian Banking Performances," International Journal of Innovation, Management and Technology vol. 2, no. 3, pp. 180-185, 2011.