Impact of Total Quality Management Practices on the Profitability and Service Quality of Public Sector Commercial Banks in Chennai

International Journal of Economics and Management Studies
© 2015 by SSRG - IJEMS Journal
Volume 2 Issue 5
Year of Publication : 2015
Authors : Dr. T. Usha Priya
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How to Cite?

Dr. T. Usha Priya, "Impact of Total Quality Management Practices on the Profitability and Service Quality of Public Sector Commercial Banks in Chennai," SSRG International Journal of Economics and Management Studies, vol. 2,  no. 5, pp. 1-5, 2015. Crossref, https://doi.org/10.14445/23939125/IJEMS-V2I3P101

Abstract:

In modern global economics, public sector commercial banks are facing serious challenges from domestic and international market competition. Such reason is in their limited potential in adopting new managerial methods to cope with the current challenges in the business environment. Thus, it is unlikely to see commercial banks show any sort of progress in the dynamically changing global market. As a result, public sector commercial banks tend to be more innovative and competitive to survive in such a context. However, to enable commercial banks to improve their operation systems continuously by providing a high standard of products and services, organizations have to provide their employees with the proper tools and techniques, especially those individuals involved in the process of continual improvement and one such technique is Total Quality Management. This study will focus on impact of TQM practices on the performance of public sector commercial banks.

Keywords:

Profitability, service quality, employee empowerment, customer Satisfaction and Global Competitiveness

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