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Thakur, Anuradha
- Customers' Perception about Total Quality Management in Banking Sector: a Comparative Study in Punjab Region
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1 Associate Professor in Commerce in Directorate of Distance Education, University of Jammu, Jammu, IN
2 Lecturer, Senior Secondary School, Pathankot, Punjab
1 Associate Professor in Commerce in Directorate of Distance Education, University of Jammu, Jammu, IN
2 Lecturer, Senior Secondary School, Pathankot, Punjab
Source
Journal of Strategic Human Resource Management, Vol 1, No 2 (2012), Pagination: 1-15Abstract
Total Quality Management (TQM) is an integrative philosophy of management for continuously improving the quality of products and processes of an organization. Banks being a service oriented organization, cater to the customers belonging to all sections of society. Banks which are able to produce and provide world class quality to the customers can survive and compete. Furthermore, the Indian banking environment is at present engulfed in a very healthy and intense competition between public sector banks and private sector banks. In order to retain and enlarge a competitive edge in such a highly competitive market place, banks ought to offer various strategic programmes. One of the significant programmes is TQM. Present study seeks to assess the degree of perception of customers about TQM services offered by banks - SBI, PNB, Two public sector banks - and two private sector banks HDFC and ICICI in Pathankot city of Punjab state. Relationship has also been assessed between TQM implementation and different variables on which TQM is dependent. Six constructs were used to ascertain the nature of services offered by the banks and to know the perception of customers about TQM services offered by the banks. The data was analysed with the help of univariate and bivariate techniques. Reliability and validity of the variables were also checked. The study has revealed that customers' perception about TQM services is better in private sector banks as compared to public sector banks. Finally the study suggests an action plan to be adopted by public sector banks to improve their TQM services to be offered to their customers.Keywords
TQM, Banks in India, Customer Perception
References
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- Do Work Values Influence Organization Commitment?
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Authors
Affiliations
1 University Business School, Panjab University, Chandigarh, IN
1 University Business School, Panjab University, Chandigarh, IN
Source
Journal of Strategic Human Resource Management, Vol 8, No 3 (2019), Pagination: 1-9Abstract
Work Values symbolize the worth and significance of what happens at work. These capture the measures of intrinsic and extrinsic well-being at a workplace. Work Values influence the environment at work; creating a feeling of responsibility which is intrinsically satisfying and motivating. Organization commitment relates to an individual’s overall affinity with the organization and its success. Researches show its positive relation to employee motivation and satisfaction. More committed employees strive more to fulfill the organizational objectives and goals. This study examines the relationship of work values and organization commitment and its impact in selected Information Technology (IT) companies operating in India. Taking a sample of from leading organizations in India, it also establishes trends of the organization commitment across demographic variables of gender, age, educational qualifications and marital status. For better understanding, sub-dimensions of each construct were studied. Implications for research and practice have also been discussed.Keywords
Work Values, Organization Commitment, Information Technology.References
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