Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Exploring the impact of total quality service on bank employees’ organisational commitment

Exploring the impact of total quality service on bank employees’ organisational commitment Purpose – The purpose of the present study is to evaluate total quality service (TQS) from employees’ perspective, as they have direct contact with both customers and management. The study is descriptive and exploratory in nature. Design/methodology/approach – The data were collected from 195 frontline employees of a leading Indian private sector bank. The study is confined to that bank's branches operating in a northern city of India. Findings – The study reveals that though employees have made serious contributions towards the success of TQS, bank policies do not leave much scope for their autonomy and management lags in its efforts in implementing TQS properly. SEM analysis indicates that TQS has a significant impact on employees’ organizational commitment. Originality/value – TQS is a systematic way of guaranteeing that all activities within an organization happen as per plan and meet the customers’ expectations. TQS aids the service marketers in the task of establishing and maintaining the customer base, which is the greatest challenge in today's competitive world. In this context, the present study seeks to evaluate the overall TQS prevalent in banking services. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asian Journal on Quality Emerald Publishing

Exploring the impact of total quality service on bank employees’ organisational commitment

Gurjeet Kaur; Jyoti Sharma; Tejveer Lamba
Asian Journal on Quality , Volume 13 (3): 26 – Nov 23, 2012
Download PDF
26 pages

Loading next page...
 
/lp/emerald-publishing/exploring-the-impact-of-total-quality-service-on-bank-employees-g88WtwKN0c
Publisher
Emerald Publishing
Copyright
Copyright © 2012 Emerald Group Publishing Limited. All rights reserved.
ISSN
1598-2688
DOI
10.1108/15982681211287801
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of the present study is to evaluate total quality service (TQS) from employees’ perspective, as they have direct contact with both customers and management. The study is descriptive and exploratory in nature. Design/methodology/approach – The data were collected from 195 frontline employees of a leading Indian private sector bank. The study is confined to that bank's branches operating in a northern city of India. Findings – The study reveals that though employees have made serious contributions towards the success of TQS, bank policies do not leave much scope for their autonomy and management lags in its efforts in implementing TQS properly. SEM analysis indicates that TQS has a significant impact on employees’ organizational commitment. Originality/value – TQS is a systematic way of guaranteeing that all activities within an organization happen as per plan and meet the customers’ expectations. TQS aids the service marketers in the task of establishing and maintaining the customer base, which is the greatest challenge in today's competitive world. In this context, the present study seeks to evaluate the overall TQS prevalent in banking services.

Journal

Asian Journal on Quality – Emerald Publishing

Published: Nov 23, 2012

Keywords: India; Banks; Employees behaviour; Total quality; Total quality services; Organizational commitment; Banking sector; Employees’ perceptions

References

  • Managers’ belief in employees’ job and psychological readiness and employees’ participation in decision making
    Aboyassin, N.A.
  • Impact of service quality, trust, and customer satisfaction on customer loyalty
    Akbar, M.M.; Parvez, N.
  • The measurement and antecedents of affective, continuance and normative commitment to the organization
    Allen, N.J.; Meyer, J.P.
  • The implementation of total quality management (TQM) for the banking sector in Jordan
    Al‐Shobaki, S.D.; Fouad, R.H.; Al‐Bashir, A.
  • The antecedents and consequences of customer satisfaction for firms
    Anderson, E.W.; Sullivan, M.W.
  • The effect of management commitment to service quality on frontline employees’ job attitudes, turnover intention and service recovery performance in a new public management context
    Ashill, N.J.; Rod, M.; Carruthers, J.
  • The effect of management commitment to service quality on employees’ affective and performance outcomes
    Babakus, E.; Yavas, U.; Karatepe, O.M.; Avci, T.
  • Assessing construct validity in organizational research
    Bagozzi, R.P.; Yi, P.Y.
  • Applications of structural equation modeling in marketing and consumer research
    Baumgartner, H.; Homburg, C.
  • Quality means more than smiles
    Bennett, D.; Higgins, M.
  • The impact of physical surroundings on customers and employees
    Bitner, M.J.
  • The impact of aesthetics on employee satisfaction and motivation
    Bjerke, R.; Ind, N.; Paoli, D.D.
  • TQM practices and affective commitment: a case of Malaysian semiconductor packing organizations
    Boon, O.K.; Safa, M.S.; Arumugam, V.
  • The effect of internal marketing on organisational commitment among retail bank managers
    Caruana, A.; Calleya, P.
  • Total quality management and knowledge sharing: comparing Malaysia's manufacturing and service organization
    Cheah, W.‐C.; Ooi, K.‐B.; Teh, P.‐L.; Chong, A.Y.‐L.; Yong, C.‐C.
  • The study of the antecedent factors of organisational commitment for high‐tech industries in Taiwan
    Chih, W.‐H.; Lin, Y.‐A.
  • A study of quality management practices and performance in Asia and South Pacific
    Corbett, L.M.; Adam, E.E.; Harrison, N.J.; Lee, T.S.; Rho, B.H.; Samson, D.
  • Quality Without Tears: The Art of Hassle – Free Management
    Crosby, B.P.
  • Total Quality Management, Organization and Strategy
    Dean, J; Evans, J.
  • Globalisation and its influence on strategic human resource management, competitive advantage and organisational success
    Faugoo, D.
  • A national customer satisfaction barometer: the Swedish experience
    Fornell, C.
  • Commitment, trust and work behaviour: the case of contingent workers
    Glider, D.D.
  • What holds the modern company together?
    Goffee, R.; Jones, G.
  • Service Management and Marketing: Managing the Moments of Truth in Service Competition
    Gronroos, C.
  • Quality management in service firms: sustaining structures of total quality service
    Gupta, A.; McDaniel, J.C.; Herath, S.K.
  • The changing relationships between work commitment, personal flexibility and employability: an evaluation of a field experiment in executive development
    Iles, P; Forster, A.; Tinline, G.
  • Achieving service quality through its valuable human resources: an empirical study of banking sector of Pakistan
    Irfan, S.M.; Mohsin, M.; Yousaf, I.
  • Old and new generation banks: a study of select banks in the South Canara Region
    Joshua, A.J.; Koshi, M.P.
  • Functional and relational value influence on commitment and future intention: the case of banking industry
    Khan, N.
  • The theory of the estimation of test reliability
    Kuder, G.F.; Richardson, M.W.
  • Impact of TQM on company's performance
    Kumar, V.; Choisne, F.; De Grosbois, D.; Kumar, U.
  • Creating High Performance Organizations, Practices and Results of Employee Involvement and Total Quality Management in Fortune 1000 Companies
    Lawler, E.A.; Mohrman, S.A.; Ledford, G.E.
  • People matter: commitment to employees, strategy and performance in Korean firms
    Lee, J.; Miller, D.
  • Understanding employee commitment in the public organization: a study of the juvenile detention center
    Liou, K.T.
  • Total quality management in financial services: an empirical study of best practice
    Longbottom, D.; Zairi, M.
  • Service‐dominant logic: reactions, reflections and refinements
    Lusch, R.F.; Vargo, S.L.
  • Organizational commitment and turnover: a prediction study
    Marsh, R.M; Manari, H.
  • Relational and economic antecedents of organisational commitment
    Martin, S.S.
  • A tree component conceptualization of organizational commitment
    Meyer, J.P.; Allen, N.J.
  • Total quality management in library and information sectors
    Moghaddam, G.G.; Moballeghi, M.
  • An analysis of the relationship between quality and perceived innovation: ‘the case of financial firms’
    Montes, F.J.L.; Moreno, A.R.; Molina, L.M.
  • An examination of the relationship between service quality and customer satisfaction in a training organization
    Munusamy, J.; Fong, V.O.
  • Commitment to employees: does it help or hinder small business performance?
    Muse, L.A.; Rutherford, M.W.; Oswald, S.L.; Raymond, J.E.
  • Understanding total quality management in context: qualitative research on managers’ awareness of TQM aspects in the Greek service industry
    Psychogios, A.G.; Priporas, C.‐V.
  • Determinants of employee involvement practices in manufacturing enterprises
    Pun, K.F.; Chin, K.S.; Gill, R.
  • Improving the quality of internal audit functions through total quality management
    Rezaee, Z.
  • Toward a synthesized framework of relational commitment: implications for marketing channel theory and practice
    Rylander, D.; Strutton, D.; Pelton, L.E.
  • TQM practices, service quality, and market orientation: some empirical evidence from a developing country
    Samat, N.; Ramayah, T.; Saad, N.M.
  • The impact of total quality service age on quality and operational performance: an empirical study
    Saravanan, R.; Rao, K.S.P.
  • Personnel/human resources management in the service sector
    Schneider, B.; Bowen, D.E
  • Paths to the Job satisfaction of bank employees
    Sekaran, U.
  • A conceptual model for total quality management in service organizations
    Sureshchandar, G.S.; Rajendran, C.; Anantharaman, R.N.
  • The relationship between management's perception of total quality services and customer perception of service quality
    Sureshchandar, G.S.; Rajendran, C.; Anantharaman, R.N.
  • The influence of total quality service age on quality and operational performance
    Sureshchandar, G.S.; Rajendran, C.; Anantharaman, R.N.
  • Management's perception of total quality service in the banking sector of a developing economy‐a critical analysis
    Sureshchandar, G.S.; Rajendran, C.; Anantharaman, R.N.; Kamalanabhan, T.J.
  • Strategic framework for implementing TQS in service organization
    Vidyarthi, R.; Dronavajjala, C.S.; Singh, D.
  • The employee‐customer satisfaction chain in the ECSI model
    Vilares, M.J.; Coelho, S.