Quality management initiatives in the banking industry: A meta analysis of Hong Kong and the UK
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 1 August 2001
Abstract
The banking industry in Hong Kong plays a significant role in the international financial arena. Because of increasingly competitive pressure from domestic and overseas banks, Hong Kong banks must improve service quality and care about customer demand. They must tightly control cost and improve the quality and efficiency of operations in order to maintain profitability. This study surveys the entire population of licensed banks in Hong Kong on their quality management initiatives. It not only analyzes the current status of quality management initiatives in Hong Kong, but also compares the results with those from UK financial institutions in 1994.
Keywords
Citation
Li, E.Y., Zhao, X. and Lee, T. (2001), "Quality management initiatives in the banking industry: A meta analysis of Hong Kong and the UK", International Journal of Quality & Reliability Management, Vol. 18 No. 6, pp. 570-584. https://doi.org/10.1108/EUM0000000005583
Publisher
:MCB UP Ltd
Copyright © 2001, MCB UP Limited