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Please use this identifier to cite or link to this item: http://repository.iitr.ac.in/handle/123456789/9412
Title: Customer satisfaction in Indian commercial banks through total quality management approach
Authors: Lenka, Usha
Suar D.
Mohapatra P.K.J.
Published in: Total Quality Management and Business Excellence
Abstract: This study examines whether soft and hard aspects of quality management practices determine service quality and customer satisfaction. Data were collected from a branch manager and a valued customer from each of the 315 scheduled commercial bank branches in Orissa (India). A conceptual model depicting the relationship was tested applying structural equation modelling. Results reveal that transformational leadership, workplace spirituality and service climate, depicting the soft aspects of quality management practices, do increase employees' job satisfaction and affective commitment. Employees' job satisfaction and affective commitment have a positive influence on human aspects of service quality, which in turn increases customer satisfaction. Management information system and physical evidence depicting hard aspects of quality management practices enhance service quality and the latter furthers customer satisfaction. Applying the hard and soft aspects of quality management practices in a synergistic manner, organisations can deliver high service quality and achieve customer satisfaction. © 2010 Taylor & Francis.
Citation: Total Quality Management and Business Excellence (2010), 21(12): 1315-1341
URI: https://doi.org/10.1080/14783363.2010.530773
http://repository.iitr.ac.in/handle/123456789/9412
Issue Date: 2010
Keywords: Customer satisfaction
Management information system
Physical evidence
Service quality
Transformational leadership
Workplace spirituality
ISSN: 14783363
Author Scopus IDs: 26531322300
6507974724
7101664706
Author Affiliations: Lenka, U., Management Group, Birla Institute of Technology and Science, Pilani, India
Suar, D., Department of Humanities and Social Sciences, IIT Kharagpur, India
Mohapatra, P.K.J., Department of Industrial Engineering and Management, IIT Kharagpur, India
Corresponding Author: Lenka, U.; Management Group, Birla Institute of Technology and Science, Pilani, India; email: ushalenka@gmail.com
Appears in Collections:Journal Publications [MS]

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