Management’s perception of total quality service in the banking sector of a developing economy – a critical analysis

Abstract

There is considerable lack of literature with respect to service industry management, especially in the banking industry of developing economies. Attempts to bridge this gap. Critically examines the banking industry in a developing nation – India. Investigates the discrepancies among the various groups of banks in India with respect to the total quality service (TQS) dimensions (from the perspective of the management). The results indicate that the three groups of banks in India seem to vary significantly. Identifies the dimensions that contribute most to discriminating between the groups. Also computes and analyses the total quality service indices with respect to the 12 dimensions for the three groups of banks and for the banking industry as a whole and in order to ascertain the level of TQS implementation in the Indian banking scene. Offers key insights on the criticality of the different TQS dimensions with respect to the banking sector in developing economies.

Citation

Sureshchandar, G.S., Rajendran, C., Anantharaman, R.N. and Kamalanabhan, T.J. (2002), "Management’s perception of total quality service in the banking sector of a developing economy – a critical analysis", International Journal of Bank Marketing, Vol. 20 No. 4, pp. 181-196. https://doi.org/10.1108/02652320210432963