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TQM and service quality: a survey of commercial banking industry in Malaysia

TQM and service quality: a survey of commercial banking industry in Malaysia The objective of this paper is to examine the association between Total Quality Management (TQM) practices and service quality in Malaysia's commercial banking industry. This study is based on empirical data collected from a survey of 101 middle management employees of 20 commercial banks in Malaysia. Multiple regression analysis was used to examine the relationship between the dimensions of TQM and service quality. The results revealed that TQM dimensions such as leadership, strategic planning, information analysis and human resource management are significantly and positively associated with service quality. The human resource management, a perceived dominant TQM practice for improving service quality levels, was found to be significant. The results of this study can be used by banking industry to prioritise the adoption of the dimensions of TQM practices. For instance, those practices that were found to have positive association with service quality can be recommended to senior management so that appropriate resources are allocated to further enhance these practices, and more importantly, to achieve higher quality of service. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Services, Economics and Management Inderscience Publishers

TQM and service quality: a survey of commercial banking industry in Malaysia

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Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd. All rights reserved
ISSN
1753-0822
eISSN
1753-0830
DOI
10.1504/IJSEM.2011.037179
Publisher site
See Article on Publisher Site

Abstract

The objective of this paper is to examine the association between Total Quality Management (TQM) practices and service quality in Malaysia's commercial banking industry. This study is based on empirical data collected from a survey of 101 middle management employees of 20 commercial banks in Malaysia. Multiple regression analysis was used to examine the relationship between the dimensions of TQM and service quality. The results revealed that TQM dimensions such as leadership, strategic planning, information analysis and human resource management are significantly and positively associated with service quality. The human resource management, a perceived dominant TQM practice for improving service quality levels, was found to be significant. The results of this study can be used by banking industry to prioritise the adoption of the dimensions of TQM practices. For instance, those practices that were found to have positive association with service quality can be recommended to senior management so that appropriate resources are allocated to further enhance these practices, and more importantly, to achieve higher quality of service.

Journal

International Journal of Services, Economics and ManagementInderscience Publishers

Published: Jan 1, 2011

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