Purpose:To examine the impacts of the soft and hard aspects of quality management methodology on service quality and customer satisfaction, specifically in Indian commercial banks.Summary:After the Indian commercial banks started facing competition they were compelled to change their attitude towards business. Many of the approaches of the other high-tech banks had positive influence on the vision of the banks and they have taken up the mission of working for customer satisfaction. For this purpose they have implemented total quality management (TQM) in all spheres of their activities to improve customer satisfaction. The soft aspects of TQM such as the human factors and the hard aspects like technical and physical aspects underwent radial changes. This paper examines the impact of these two aspects on the improvement of customer satisfaction. (63 refs.)
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