Title

The Implementation of Total Quality Management In Order To Improve Production

Performance and Enhancing the Level of Customer Satisfaction

Abstract

The purpose of this paper is to study the total quality management (TQM) elements
towards customer satisfaction in the bank. This paper also will examines the
relationship between TQM and customer satisfaction in banking sectors.By providing
the finest service quality in banks higher organizational performance will be expected.
Since, customer satisfaction plays a major role to survive in among intense competition.
Hence, determination the key elements of TQM assisted to improve customer
satisfaction level. The participants of this survey consisted of 124 companies, where
managers of companies rated bank which conducted its business transactions, based on
the quality of the services it provides. Two statistical techniques: correlation and
multiple regression analysis were employed. Statistical Package for Social Science
(SPSS) tool was utilized for the data analysis. The results of the study revealed that the
commitment of top management and courtesy is crucial for the successful
implementation of TQM in banks sector as reflected high level customer and improve
organizational performance. Therefore, quality system are found to be important for
customer satisfaction and organization performance. Information in this area will allow
managers of the banking sectors to recognize significant elements for continuous
improvement.