An empirical investigation of total quality management implementation in indian financial institutions

Abstract

In the current global scenario of stiff competition the banks and newlinefinancial institutions have been reviewing the systems and processes of newlineservice delivery One of the major reasons for tremendous improvement in newlinedelivery of services is the use of Information and Communication Technology newlineICT which proved effective in terms of costs performance customer newlinesatisfaction customer retention and customer addition While developing a newlinemodel for implementation of TQM the vital issues concentrated upon are newlineidentification of factors affecting service quality suitability of developed newlinefactors in various service settings flexibility of the factors to adapt for newlinemodern times like automation computerization ability of the factors to give newlinedirections for planning for future and improvement and suitability of the newlinefactors for measuring customer satisfaction newline newline