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

Gurjeet Kaur (Department of Commerce, University of Jammu, Jammu, India)
Jyoti Sharma (Kathua Campus, University of Jammu, Jammu, India)
Tejveer Lamba (SPM(R) College of Commerce, University of Jammu, Jammu, India)

Asian Journal on Quality

ISSN: 1598-2688

Article publication date: 23 November 2012

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.

Keywords

Citation

Kaur, G., Sharma, J. and Lamba, T. (2012), "Exploring the impact of total quality service on bank employees’ organisational commitment", Asian Journal on Quality, Vol. 13 No. 3, pp. 268-293. https://doi.org/10.1108/15982681211287801

Publisher

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Emerald Group Publishing Limited

Copyright © 2012, Emerald Group Publishing Limited