Exploring the impact of total quality service on bank employees' organisational commitment

Purpose - The purpose of the present study is to evaluate total quality service (TQS) from employees' perspective, as they have direct contact with both customers and management. The study is descriptive and exploratory in nature.Design methodology approach - The data were collected from 195 fr...

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Bibliographic Details
Published in:Asian journal on quality 2012-11, Vol.13 (3), p.268-293
Main Authors: Kaur, Gurjeet, Sharma, Jyoti, Lamba, Tejveer
Format: Article
Language:English
Subjects:
Banking industry
Banks
Brand loyalty
Careers
Competition
Competitive advantage
Customer retention
Customer satisfaction
Customer services
Employees
Human resource management
Integrated approach
Internal customers
Job design
Job enrichment
Job rotation
Private banking
Quality circles
Quality of service
Success
Total quality
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Summary:Purpose - The purpose of the present study is to evaluate total quality service (TQS) from employees' perspective, as they have direct contact with both customers and management. The study is descriptive and exploratory in nature.Design methodology approach - The data were collected from 195 frontline employees of a leading Indian private sector bank. The study is confined to that bank's branches operating in a northern city of India.Findings - The study reveals that though employees have made serious contributions towards the success of TQS, bank policies do not leave much scope for their autonomy and management lags in its efforts in implementing TQS properly. SEM analysis indicates that TQS has a significant impact on employees' organizational commitment.Originality value - TQS is a systematic way of guaranteeing that all activities within an organization happen as per plan and meet the customers' expectations. TQS aids the service marketers in the task of establishing and maintaining the customer base, which is the greatest challenge in today's competitive world. In this context, the present study seeks to evaluate the overall TQS prevalent in banking services.
ISSN:1598-2688
2054-555X
DOI:10.1108/15982681211287801