This study is research project on the perception of customers about Total Quality Management (TQM) in the banking sector. Four banks have been taken up for the study viz. SBI, PNB, ICICI and HDFC.
The TQM concept is of great significance in today’s business world. Hence, this topic was chosen as a research project. This study has examined the level of perception of customers about the implementation of TQM in the banking sector in District Gurdaspur (Punjab) through a questionnaire covering the entire domain of the topic. It provides an overview of the TQM philosophy as a management approach. It reviews the available literature on the subject – both Indian and foreign studies. The various aspects of research design and methodology and a brief profile of the selected public and private sector banks have been covered. Some strategies and general suggestions have been suggested by the authors to enhance the perception level of customers about TQM in the banking sector.
Thus, the present study will prove to be of immense help to marketing researchers, bankers and policy makers for strategy formulation in banking and related financial sectors in order to take appropriate steps for incorporation fully the concept of TQM implementation.
Or login with your social account